Is anyone here a Customer Service Advisor?

[herewegoagain432]

I was wondering what the good and bad points were for this role and how you find it?

I did this job years ago so others may say it’s changed but it was always a job I enjoyed, mainly because I had such great colleagues. Downside is that, of course, customers are nuts.

Depends where you are working surely? All our Library Assistants are now Customer Service Advisors. I imagine that is rather different to being in a job with that title for a large retailer, courier company, job centre etc.

I mean… for what kind of company? This is like asking what it’s like to be ‘Sales assistant’ or ‘project manager’.

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I’ve had various front desk positions in the past and particularly enjoyed the customer service role. I’d say I found it very satisfying and every day brought an interesting take on life.

Complaints or feedback were often the order of the day and for me there was huge satisfaction in turning dissatisfaction into something more positive. I learned various techniques to turn a situation around, and one of them was to never interrupt a customer in “full flow.” Let them rant & rant until eventually they run out of steam… and they will. Then take them back through the basics, contact details etc and what you intend to do about the issue. Never ever use being short staffed or blaming them for the situation as an excuse. Staffing issues are not their problem & how they feel or experienced a situation is not a case for blame however crazy you think it is.

It never failed. I loved the role.

I am (unless im made redundant next week) as previously said, it depends what sort of business it's for, i wouldnt say I liked my job but I like some of the people I work with and I get free coffee 🤣

Totally depends on the business. If you are customer service for a company that provides poor quality shoddy products and uses nasty contractual smallprint to minimise what customers can get and maximise their profits, you'll be miserable unless you take perverse delight in pissing people off. If you are customer service for a company that makes great stuff and is keen to set things right when something goes wrong, it can be really satisfying.

Bit broad, is it face to face, telephone, sales, aftercare, public or private sector?

The big con is replacement by AI

Years ago, yes. It was ok, low stress, physically easy job. But even then, as they got rid of more and more staff, and got more scripts (about how NOT to help the customer) it was getting less satisfying, so my advice would be to speak to people doing that specific job now, because there will be so much variety between working at company X and company Y.