We all know that “The Customer is Always Right”, but this does not mean that the customer is always satisfied with your product or service! The Customer Satisfaction industry is growing by the day and it is becoming a viable career option for many. Are you curious how to get hired in it? Continue reading to find out!
What to look for?
Before you get hired, it is important to know what you are looking for. Do you want to work in a company specializing in Customer Satisfaction or rather in the customer satisfaction department of a regular company? Different industries have different customer satisfaction rates, which might give you a clue how hard or easy your job might be. According to the Genesys Global Survey conducted in 2017, the 3 industries with the highest customer satisfaction rates are Real Estate, IT Services and Consultancy, and Healthcare. Those 3 industries have the biggest potential to reach the highest customer satisfaction rates. Thus, you as an employee can have the most opportunities to develop your career.
Another aspect to consider is if you prefer to work for a small or a bigger company. The abovementioned survey showed that the bigger a company gets, the more difficult it becomes to sustain high levels of customer satisfaction. When a company rapidly expands, other needs take precedence. In addition, training and hiring of customer satisfaction staff becomes no longer a priority.
Finally, do you possess the required skills and experience to excel in such a position? You need to be able to respond quickly to customer feedback and inquiries. Furthermore, you need to monitor the channels where your customers might be (e.g. social media). Another task is to redirect them to surveys you send them where they can express their opinions. Moreover, you need to manage the customer feedback in a concise manner so that insights can be gained into what product or service is working well or not, as well as what issues customers are having with your business. Using a tool for customer feedback management can make this process much easier and save you a lot of time and effort. It will give you also the opportunity to visualize this in a clear way so that the management can make decisions based on your recommendations.
As with any other job search, you need to be persistent and emphasize your strength during the job interview. Show that you are customer-oriented, that you have a dedication to customer success and that you have an analytical mind. Finally, explore customer satisfaction tools and familiarize yourself with them. This will bring you one step further to your dream job!
For more tips about the job interview, read our article How to Get Ready for a Customer Success Job Interview?