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For those working in customer service jobs, what parts about that job could you see being a turn-off for those interested?

I'm curious about jobs like that but have heard a lot of horror stories and just want to know what the average experience is like.

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Arturo’s Answer

The main goal of a Customer Service role is to provide the best customer experience possible. The "possible" part is key. Limiting factors, like not being able to meet /provide expectations, on what you can do to deliver that experience is a reasonable source of frustration.
The second idea that comes to mind is that Customer Service is traditionally seen as an early career stepping stone and not a final destination. Evaluating career opportunities from Customer Service to other roles, and developing time to learn/evolve towards that career goal will be paramount in reducing the turn-off factor. A Customer Service professional, just as any other professional, will probably appreciate working with their employer to move towards their career goal.
And finally, good communication practice and training to reduce the blast radius of potentially uncomfortable responses.

Arturo recommends the following next steps:

Evaluate career development towards your desired job (or growth opportunities)
Make sure you have the right communication tools (and training)
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De'Jahnique’s Answer

Hello,

You have to be mentally stable for a call center job. If you are not mentally stable it wouldn't work. You will get customer that only call in just to tear down your self esteem and if you're not strong enough they will get to you. It also teaches you to leave work at work. Reason being you probably will never speak to these customers again. Some days are definitely better than others but the bad days are bad. You do get to experience a lot of people, learn some new things and come into contact with a lot of energies so be mindful of that as well.
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Brianna Nicole’s Answer

I think working in customer service is a fulfilling job. I really enjoy it, I've been in the industry for about four years.
But what I think is a total turnoff for customer service has to be
-Rude customers
-customers who act entitled
-Customers who want you to break rules for them
-Customer who expects that you change the price specifically for them.
-Customers giving you attitude
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Diadora’s Answer

Dealing with angry, upset, or rude customers - the potential to bring home negative member experiences
Delivering bad news with customers
When customers disagree with company policies
Balancing being an advocate for the customer but also doing what's best for the company
Managing unclear processes for certain member scenarios
Less flexibility in making your own schedule due to having to work hours of operation
Wide range of customer questions that you may not know the answer to
When working this type of role, the day-to-day can be monotonous
The type of role requires you to always use a positive tone with customers which is sometimes difficult to do if you're not in the best mood
The work for this role type can be seasonal and inconsistent and paid hourly vs. salary
This industry can have high turnover rates

All this being said, there are truly great things about working in customer service!
Great way to get experience with a company and move into another role
You become a product expert and bring value to cross-functional partners
Gain valuable de-escalation techniques that can be applied to other areas of your life or career
Encourages resourcefulness and problem-solving
Opportunities for over-time and bonuses
Team or customer recognition
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Michael’s Answer

Hi Riley,

Customer Service positions are very demanding and challenging. A CS Agent is seen as an advocate for him or her, the customer and the company. The main purpose is first touch/call resolution. Meaning, a win-win-win scenario is ideal. Does this happen a majority of the time? Yes. Does this happen every time? No.

From a call center perspective, CS Agents deal with incoming customer calls on a constant basis. Some calls will be easy, quick and smooth. Other calls will be long, exhausting and draining. Customers will range from being nice and complementing to chewing your butt out, screaming over the phone and demanding this and that. It is easy to treat or mistreat CS Agents while hiding behind the phone. The call center can be located in a place like Ohio, but intercept incoming customer calls from all over the United States.

Call Center CS Agents spend all day on the phone talking with customers which sharpens one's communication skills. When one call ends, another call comes in. Some of the performance metrics for CS Agents deal with how well the customer call was handled; was the concern resolved; minimize credits to maintain the company's financial health; how many calls were handled during the work shift; how long the calls took and the prevention of customers calling back for the same reason.

Even with the company provided training to handle customer calls, what was taught in class is much different from the experience gained on the front lines. CS Agents have to have a positive frame of mind and do not take anything personal. Remember, the customer called in for assistance and help. CS Agents are looked at as the professionals to resolve an issue or concern. They are the Subject Matter Experts (SMEs) whether an inquiry deals with a price plan change; a missing credit on a bill; help with troubleshooting a device or helping with ordering a new phone, tablet, gaming console, etc.

Once the work shift ends, everything is left at the office. Seasoned CS Agents help the new hires on how to maneuver customer calls; best practices and procedures; and recommendations on how to get through the day. If a call escalates from a customer, then managers will step in and take over the call.

Being a CS Agent is a temporary position. It provides the opportunity to learn about the company from the ground floor. Most CS Agents get promoted and move up in the company based on performance and leadership recommendations. Leadership and Upper Management who started on the front lines and worked their way up the corporate ladder have an appreciation for those who start on the front lines. They understand and can relate to where one is coming from to where one wants to go. In Customer Service, there are rewards for career advancement, growth and development and to branch out in other areas of the company: Finance, Marketing, Operations, Product Research and Development, etc.

Hope this helps and best wishes in your future endeavors!
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Nayra’s Answer

Hi Riley,

I started my career journey in customer service after dedicating years to studying it. I can tell you that the biggest downfall is that it is very difficult to maintain work life balance, it is demanding and you may need to make sacrifices over time to be successful. That is the main reason why I changed industries. But this can be for you if you are passionate about serving other people and helping them have the best experience with your product. I can tell you that people that have customer service experience are welcomed in other industries as well as this is a skill that can translate well to other business needs.
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Diane’s Answer

Hi Riley, it's great you are asking this question if you are considering entering the Customer Service field as it shows you looking to educate yourself and gain knowledge. I believe the #1 downfall would be those rude, disrespectful and angry conversations you are guaranteed to have with a customer. You can do everything on your end to help right the ship but it still may not be enough to make the customer happy. I guess keep in mind the customer wants to make sure you are really hearing what they are telling you so take the time to truly listen and understand their concern and frustration. Don't just listen ready with your reply back to them. Repeat their concern/frustration back to them so they know they are being understood and empathize. It's not an easy field to go into but there are so many customers that are greatly appreciative if you can/can't help them just knowing they felt heard.
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Natalie’s Answer

Hi Riley,
This is a great question. Working in customer service is very fulfilling because you have the opportunities to help a customer, resolve their issues, make their day, and an amazing opportunity to represent the company/brand that you're working for and really make a difference. That said, many people call customer service because they have an issue and are likely frustrated or unhappy which can be challenging. But working in customer service allows you to develop so many skills that can be transferred into other roles and even in your personal life, such as communication skills, problem solving, multi-tasking, conflict resolution, adaptability, team work, and relationship-building.

In addition, a role in customer service allows you to really learn the business, as well as other parts of the business or organization so your knowledge sets you up for success and career progression. There are many executives that actually started in a customer service role, and it's a great entry point for many different career paths.

Every company out there has a customer service department and depending on your interests, you can choose which industry or line of business you're most passionate about!

Natalie recommends the following next steps:

Connect with people in customer service to hear first hand about their experiences
Search for companies that are known for having the best customer service, companies that have strong satisfaction scores and/or have won awards like JD Power
Reflect on your own customer service experiences and what you liked about those
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Mélanie’s Answer

Working in a customer service department can undoubtedly be a demanding and challenging endeavor, but at the same time, it holds a significant value in any organization. The department serves as the critical link between the company and its customers, ensuring that their needs are met and their concerns are addressed. As a result, customer service plays a pivotal role in driving consumer satisfaction, which in turn leads to enhanced customer loyalty and long-term business success.

One of the main challenges faced by customer service professionals is dealing with a wide range of personalities and, at times, the difficult behavior displayed by some customers. While it may be disheartening to face such situations, it is imperative to remember that we, as customer service representatives, have limited control over customers' attitudes and actions. Our responsibility lies in maintaining a professional demeanor and focusing on providing prompt and effective resolutions to their concerns.

To thrive in this challenging environment, it is crucial to be part of a supportive and cooperative team. This includes sharing resources, exchanging ideas, and offering help within the department to ensure everyone is equipped to handle their tasks. Moreover, having a management that recognizes the challenges faced by the customer service staff and provides necessary support also plays a significant role in the overall job satisfaction and performance.

Such support from management can come in the form of regular training programs, constructive feedback, and working closely with the team to understand their needs and challenges. Management's proactive involvement in fostering a healthy work environment not only motivates their employees but also paves the way for continuous improvement and growth.

In reflecting upon my own experience working in customer service roles for several years, I can confidently state that strong support, particularly from the management, is vital to ensuring a positive experience in this industry. On the other hand, a lack of support and understanding can lead to job dissatisfaction and hinder employee productivity and the overall effectiveness of the customer service department.

To sum up, working in a customer service department can be a rewarding and fulfilling career choice despite the inherent challenges. It is crucial for organizations to recognize the value of their customer service teams and provide ample support, resources, and encouragement to ensure they excel in their roles and contribute to the company's mission of consistently delivering exceptional customer experiences.
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Geraldine’s Answer

Having spent three years in this field, I've come to understand the importance of not taking a client's frustration personally. People are facing numerous challenges in today's world, and more often than not, they simply need someone to lend them an ear. I make it a point to listen attentively to each client, expressing genuine concern regardless of my ability to resolve their issues. Displaying empathy and understanding can be a priceless gift to someone who didn't even realize they needed it. However, it's crucial to remember that tolerating abuse from a client is not necessary. I'm lucky to be part of a company that values its employees and agrees that verbal abuse from a client is unacceptable. This career can be both rewarding and challenging, but I find immense satisfaction in it.
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JESSICA’s Answer

Working in customer service, like any public-facing role, certainly has its hurdles. However, overcoming these obstacles can bring a sense of accomplishment, especially when you've made a positive impact on people's lives. I believe the essential skills you need include:

JESSICA recommends the following next steps:

Good communication
Empathy
Adaptability
De-escalating
And be able to do that over and over throughout an entire shift
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Heather’s Answer

It's essential to put your feelings aside, as you'll be interacting with a diverse range of individuals. Typically, customers get in touch when they're facing issues, so you'll be assisting people at their most stressed, angry, confused, or generally upset moments. However, the satisfaction you get from solving someone's problem outweighs any negative experiences you may have heard about.
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Tailisha’s Answer

It's essential to have plenty of patience and understanding, as you'll encounter customers who may not always be pleasant. However, always strive to maintain your professionalism. Occasionally, a customer may have a valid reason for being upset, and it's crucial to remember that it's not a personal attack on you. Keep a positive attitude and always prioritize the customer's needs.
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Garrek’s Answer

Hey Riley! Wow, I'm so pleased to share that I have over 30 years of experience working in the customer service industry, both face-to-face and over the phone. I've found that being in the presence of a customer can actually make the job a bit easier than over the phone!

But guess what? The most crucial skill you'll acquire is learning to set aside your personal emotions and stepping into the customer's shoes. As you adapt to this mindset and gain confidence in handling even the most challenging situations, you'll see just how smoothly and effectively you can navigate your role. Always remember that personal growth is part of the journey, and you're well on your way to mastering the art of excellent customer service! Keep going, and it's going to be a wonderful ride!
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Kimberly’s Answer

Lots of great advice here! You have to be thick skinned for Customer Service, and not everyone enjoys that type of work. Some people really enjoy it, and they are really good at it. Sadly, there are very few people today that seem to enjoy their customer service jobs, but when you get that person who seems polite and cheery no matter what, it's a delightful experience.

To be really good in customer service, you need to be able to shake off the negativity that will come through your line, your phone, your email. I have worked in fast food, retail, and call centers, and each of them have their pros and cons, so it's really up to you to decide. Customer service jobs are abundant, so you shouldn't have a hard time finding one, just be sure to ask questions that are important to you, so you know going into it what expectations are. One thing I would encourage is to use your time off wisely. Don't squander it, but be sure to use it. Taking time away from the job is necessary for resetting your mind and body. The older I get, the more this rings true! Best of luck to you!
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Sharolyn’s Answer

Hi Riley!

I have been in the customer service field for over 30 years now and I have seen every side of it. The biggest turn-off I have seen is allowing others or factors to dictate how you respond to your customer. If you consistently be the person you are in your every day life (personable, upbeat, helpful, etc.) with every customer, your experience in the field would be more enjoyable. Always show your best self, stay away from "water cooler" gossip and treat customer service as if it was your business. Some key things for me that I live by daily:

1. Show up!
2. SMILE!!!
3. Be coachable and approachable.
4. Be helpful - share best practices with others.

I hope this helps!
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