Customer service is a broad term that covers a large number of tasks. It may include everything from answering phones at a hotel to providing social media support for a large corporation.

As you tailor your CV to meet the needs of the customer service job you want, you should focus not only on the support skills you have to offer, but how they directly relate to the industry you want to work in.

Where Customer Service Matters

Customer service skills can make or break companies in some industries. In these places, no matter how great the product is, the service affects the consumer’s view of the company. A restaurant can hire the greatest chef in the world, and still have poor reviews because of the service the customer receives.

Here are the industries where customer service is arguably as important as the product offered:

• Restaurant, food and beverage
• Retail
• Hospitality and travel
• Financial services

As you tailor your resume or CV for these industries, you can compensate for industry skills you may be missing by highlighting your extra experience or training in customer service. For example, your experience working with customers in a restaurant can be emphasized in a way that compensates for your lack of experience in management if presented the correct way.

How to Place the Emphasis on Your Customer Service Skills

Once you’ve narrowed down the industry you want to work in and start identifying jobs you want, it’s time to tailor your CV to focus on the most important customer service skills in that industry. The following tips can help you do just that.

Include Customer Service Based Keywords

Buzzwords in the customer service industry include things like active listening, customer engagement, supported, improved, solved or assisted. Including these words in your resume or CV brings attention to your skills. As you use them, quantify them and use them to enhance your personal experience. Here are some examples:

• Solved communication issues by implementing active listening training for 20% of the entire company.
• Supported management in efforts to increase productivity by motivating employees through improved rewards programs.
• Increased customer engagement with weekly social media question and answer sessions.

Highlight Key Performance Indicators

Often referred to as KPIs, key performance indicators give employers a quick view of how you improved a situation at a company. Customer service has a long list of KPIs that recruiters look for. As you create your tailored customer service CV, focus on your success in these areas.

• First response time: This is the time between when a customer first requests support and when they receive it. This metric shows how prompt you are in responding to customers.
• Average resolution time: This is the time it takes between receiving a customer complaining and resolving it. If you have shorter resolution times, it shows your problem-solving and communication abilities.
• Consistent resolutions: This is the consistency of your resolution ability, and shows that your fast conflict resolution skills transfer from one job to another. This is just as important as the average resolution time because it shows how reliable you are in managing customer issues.
• Escalation rates: This shows how often a problem is escalated to a supervisor or someone with more knowledge rather than resolved by the initial contact. The lower your escalation rates are, the more effective you are at quickly dealing with customer complaints.
• Customer retention rates: This is one of the most important numbers in customer service, and is basically the number of customers you retain. If you’ve worked in an area where you had exceptionally high customer retention rates, it should be a focal point of your CV.
• Net promoter score: This number shows how likely current customers are to recommend a business to their friends and family. Promoters are divided into three categories: detractors, passives and promoters.

These are just six examples of KPIs used in customer service. While many think of service jobs as simply “feel-good” experiences, the numbers are actually extremely accurate when it comes to showing how good you are at your job.

Highlight these things within your CV. Ask previous jobs for the numbers they’ve tracked when it comes to your work there. Did your company have higher customer retention rates during the time you were there? Was your average resolution time faster than most? Did you respond quickly to complaints or concerns? If a recruiter has to choose between industry knowledge and good customer service skills, these are the numbers they will consider.

Show Your Stability

Customer service jobs have high turnover rates in many industries, and turnover is a huge expense that companies deal with. Employees often deal with burnout if they constantly face angry or dissatisfied customers. This is where the product offered meshes with the people who face customers every day to determine if a business will truly be successful.

Highlight the length of your employment or commitment to past tasks. Did you finish a degree or certification program that required commitment? Were you employed at jobs for long periods, or did you have good reasons for leaving? In all industries, recruiters want to know that their customer service professionals plan to stick around and invest in the business. In your CV, you can subtly show them you are a safe bet to hire by highlighting your commitment to the other aspects of your education, work history and skills.

Know Your Job Goals

There are many ways to be involved in customer service. As consumers move more toward online purchases rather than brick and mortar shopping, the field expands even more. As a customer service representative in any field, tailor your resume to the job you want. Email support, self-service support, live chat support, interactive voice support, web commerce support, social media support, telephone support and on-site support are all examples of customer service jobs. Make sure your CV reflects the job you not only want to do, but are most qualified for.

Consumer services address our daily needs, such as food, leisure, and health. Businesses in this sector, like car dealerships and grocery stores, offer varied career opportunities. For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. This article explores the definition of consumer services, the advantages and disadvantages of pursuing related jobs, and guidance on choosing it as a career path.

Consumer Services Explained

Consumer services encompass businesses catering to individual needs, irrespective of direct product purchase. Whether small or large, they aim to satisfy end users through services. Unlike customer service, consumers might not be direct buyers but benefit from support. This sector spans grocery stores, restaurants, healthcare, and more.

Your success hinges on understanding and meeting the target market’s needs, effective promotion, and reputation building. Similar to other service-oriented businesses, consumer services prioritize indirect customer satisfaction. Identifying the less direct nature of consumer services compared to customer service is crucial. It emphasizes the importance of meeting end-user needs beyond direct purchases.

Pros of Consumer Services Jobs

Considering a career in consumer services? Here’s why it could be a smart move:

Job Guarantee:

Consumer services provide robust job security due to their essential nature in daily life, like healthcare and banking. Amidst economic fluctuations, these vital services maintain demand, while businesses value consumer services expertise for innovation and adapting to evolving customer needs.

Flexibility:

Many consumer services jobs offer flexible hours, and accommodating personal schedules. Remote work options and digital channels enhance adaptability, appealing to those balancing family or diverse interests. Various job types provide candidates with choices that suit their preferences. Take up a consumer services career for stability and the freedom to tailor work to your life.

Growth Avenues:

Potential career growth is a key consideration for job seekers. Consumer services jobs present ample opportunities for growth, with chances to acquire new skills and move into managerial roles. The evolving nature of these industries demands adaptability, making it possible for employees to tackle fresh challenges and responsibilities. An illustration is a salon receptionist leveraging social media to showcase hair transformations, exemplifying how innovation can lead to career advancement.

Making a Difference for Others:

A consumer services career offers a meaningful impact by meeting specific needs, be it in healthcare, food delivery, or lifestyle services. Directly aiding people’s well-being, healthcare professionals assist in recovery, while retail workers help customers find home products. This customer-centric career fosters strong relationships, contributing to both personal growth and company reputation.

Exchangeable skills:

Working in consumer services equips you with versatile skills applicable across various industries. Professionals in this field excel in communication, both verbal and written, fostering effective interactions with customers and colleagues. Quick decision-making and creative problem-solving are integral to addressing customer needs promptly.

Collaborative teamwork and building strong customer relationships are essential. Employers value these skills, enhancing long-term employability. The dynamic nature of the industry fosters continual learning, and adaptability to new technologies, trends, and customer needs, cultivating a growth mindset and readiness for challenges.

Cons of Consumer Services Jobs

Unpredictable schedules:

Service jobs demand flexibility with long hours, spanning nights, holidays, and weekends. Inconsistency in schedules is common, adjusting to business seasonality, and challenging the expectation of a consistent 9-to-5 workweek.

Dealing with stress:

Consumer services jobs can be stressful and draining, especially for introverts or those handling challenging customers. Dealing with frustrated clients can contribute to burnout, making it a downside of such careers.

Adapting to constant change:

Consumer services demand constant adaptation. Companies must swiftly respond to evolving consumer needs. Employees in this sector require strong adaptability. Some excel in dynamic environments, while others struggle with frequent shifts in priorities.

Is Consumer Services a Good Career Path?

Consumer service roles offer rewards but may not suit everyone. Consider these factors to decide if it’s right for you.

Do you like interacting with people?

Consumer service roles encompass diverse social interactions, from delivering packages to engaging with customers daily. Evaluate your communication preferences—whether face-to-face, phone support, web chat, social media, or email ticket systems. Explore whether customer-facing support positions align with your preferred communication style or not.

What are your abilities and education?

Entering a consumer services role is optimal with prior customer service experience, showcasing your ability to address product/service issues and manage upset customers. Despite a potential lack of direct personal connection, approaching the job with the determination to treat others respectfully and understanding your company’s offerings is crucial.

What are your objectives?

Define your objectives in consumer services— are you seeking flexibility or aiming for management? Understand your goals to refine your choices. Instead of hastily accepting any job, assess your skills, qualifications, and aspirations. Envision your career path, then select a job that aligns with your vision, laying the foundation for your desired trajectory.

Top Consumer Services Jobs

1. Customer service representative

Your primary focus is delivering exceptional customer service and resolving issues effectively. This position is ideal for individuals with strong communication skills who enjoy assisting others. It serves as a valuable stepping stone for future opportunities in managerial positions within consumer services or related fields like customer retention and support consultation.

2. Manager

A consumer service manager supervises the entire customer service process, requiring strong organizational skills and customer service passion, typically demanding prior experience.

3. Salesperson

The role of a salesperson in the consumer services industry is tailored for outgoing individuals who enjoy meeting new people.

4. Account executive

Top-paying roles in specialized fields, like luxury real estate or high-net-worth financial services, attract talent with a penchant for delivering exceptional service. Remuneration and expertise converge for the best.

5. Instructor

If you prefer teaching, becoming a consumer service trainer allows you to impart excellent customer service skills, provided you’re comfortable as a public speaker. Regardless of the path chosen, a passion for customer service is a valuable asset in the consumer services field.

Conclusion

Consider a consumer services career if you thrive on helping others and possess solid communication and problem-solving skills. Entry-level roles offer valuable experience, paving the way for advancement, while higher positions promise challenging tasks and competitive pay. Assess your skills, interests, and educational goals, research industry trends, and embark on a rewarding journey in consumer services for a fulfilling career aiding others.