Customer service is an integral part of any business and without maintaining a high standard, you’ll start to notice the negative impacts it can have. To really help boost their customer’s experience with them, some companies turn to a customer service consultancy in the UK as they can provide expert advice and support. Customer service is normally handled by the first point of contact which is a customer service consultant. Let’s discover more about this job role and what benefits it can bring to your business.
Depending on how you run your business, your customer service consultant may have slightly different duties. Some companies are 100% digital, so they may spend their day answering customer queries via live chats, emails, and ticketing systems. Other companies have a more contact centre approach, so their main role may be talking and processing customer queries over the phone. The nature of the queries also determines what tasks they do each day. For example, they could be taking and fulfilling customer orders or helping to resolve general problems the customers may have faced. The role of a customer service consultant is varied and allows you to adapt it to your business model. Few jobs give you this freedom while still having the same target at the heart of it. Being a customer service consultant is about delivering the best possible customer service and maintaining it to a high standard.
Some businesses may want their service consultants to have relevant qualifications, but it isn’t always a necessity. A lot of the time, experience and a proven track record will be highly regarded and can land you the job. If you’re looking for potential employees to have qualifications, it’s also good to look into their experience and see how they’ve applied their knowledge. Qualifications may look great on paper, but it’s how they utilise what they’ve learnt that counts.
A customer service consultant needs to have many skills, but one of the main ones is having great communication skills, both written and verbal. You want them to be able to speak to your customers with ease no matter what method they’re using to communicate. They also need to be adaptable and be able to work well in a fast-paced environment as things change rather quickly in businesses. Service consultants should also be good team players. Just because they may spend the day talking to customers, doesn’t mean they don’t need to support and backup their team. Multi-tasking is also an important skill to have, as when they deal with the customers, they’ll also be looking at computer screens trying to resolve issues. Being able to maintain their focus while managing all of this demonstrates that they’re able to handle the role well.
Once in the role, there are lots of training courses you could undertake to better your service, and as an employer, it would be useful to encourage your employees to do so. Generally, people understand how to be polite on the phone and answer a query, but training courses can allow them to develop agile ways of working and resilience. These traits are beneficial when working in customer service as agile working allows you to think on your feet and process change easily too. Resilience is key to ensuring a high standard of customer service is maintained. Without it, you may notice that complaints increase, and your service levels drop.
Purpose Of A Customer Service Consultant
A customer service consultant is the first point of contact that customers will experience when dealing with your business, so you want to ensure that you hire the right people. Their purpose is to help resolve any issues or queries that your customers may have effectively. Without them, your customers may not have the perfect customer journey that you want. Each day a service consultant should be motivated and driven to help the customers that reach out. They should also be able to go above and beyond what’s required by assessing each situation individually and seeing how they could best help this particular customer.
Benefits Of Hiring Them
If you want to see growth and happy customers, then you need to invest in customer service consultants. Loyal customers are created when they have a positive experience with your business, so you need a point of call that can deal with any problems they face easily and quickly. If they feel that they’re supported throughout their journey with you, they’re way more likely to return and recommend you to their loved ones. Service consultants can also provide a great insight into what’s working and what isn’t in regard to your business model. For example, if they get a lot of the same queries complaining about a fault with the product, you’ll be able to pick this us and change it. Service consultants give you first-hand insight into the minds of the customers and will allow you to keep evolving and changing for the better.
Customer service consultants are important to all businesses. Without them, a lot probably wouldn’t see the success that they have as customers wouldn’t feel comfortable using them. Providing your customers someone to talk to can be the deciding factor between them becoming a loyal customer or them going for your competition instead. Don’t miss out on the growth and success you could achieve with the help of a strong team of customer service consultants.