What Are the Pros and Cons of Working in Customer Service?
Customer service exists in nearly every industry and is a business’s crucial backbone. People within this field handle complaints, put out figurative fires and ensure that happy customers come back time and again. From retail jobs to waiting tables, call centres to IT support and everything in between, it is likely that you will work in a form of customer service at some point in your life. Whether it is delivered over the phone, via email, social media, live chat, or the old fashioned way – in person – being able to deliver a great customer experience is a universal skill.
Considering a career in customer service? Here are pros and cons of the job that will help you decide if it’s the right fit for you.
Pro: No Experience? No Problem
A common first job is working in a retail store or waiting tables at a restaurant, because these kinds of jobs don’t usually require much prior experience. Similarly, the customer service branches of other industries often offer positions at the entry level. Whether you are new to the workforce or changing career paths later in life, customer service is generally a great first position to transition into. Having personality traits such as passion, empathy, enthusiasm, and patience is often enough to show that you have the potential to turn into a great customer service rep. Working in customer service is a fantastic starting point to learning ample amounts about yourself, your career and the company you’re working for.
Pro: You Will Develop Problem Solving Skills
Working in customer service means that people come to you when they are having problems with the product or service that you are selling, and it’s your job to rectify the situation. Every now and then, you will encounter a situation which will put your problem-solving skills to the test. Over time, your ability to problem solve creatively and calmly will skyrocket, which is a skill you can take with you to a number of different positions, should you decide to move on from customer service.
Being able to make a customer’s day, especially when they are being difficult to deal with, all while keeping a smile on your face and maintaining a positive image of the company is no easy feat – but one that becomes easier with practice and highly revered.
Con: There is a Lot of Responsibility
As a customer service representative, you carry an ample amount of responsibility in ensuring your customers stay satisfied. Some people may find this to be stressful. Others, however, thrive on this kind of pressure, and great work ensues as a result.
Psychology professor Salvatore R. Maddi describes these kinds of people as being ‘stress-hardy: a combination of attitude and skills that people use to turn stressful situations into opportunities rather than being undermined by it.’ Working your way out of stressful situations (such as dealing with an unfriendly customer service call) can be a very appealing challenge!
Pro: You Will Develop Interpersonal Skills
Dealing with people day in and day out can seem daunting, but over time, your interpersonal – or ‘people’ – skills will be second to none! You will have encountered every type of person under the sun, and hopefully helped each one of them walk away with a smile. You will now be able to read people, assess situations, and adjust your approach to each customer accordingly. Being a people-person is a valuable trait, and one that extends far beyond the workplace.
Con: You May Have to Work Irregular Shifts
Some customer service jobs can have irregular shift times, in contrast to the traditional 9-5, Monday-Friday regime of other industries. Furthermore, schedules may change from week-to-week. You may also be occasionally asked to switch shifts with coworkers, or to come in early (or stay late) depending on daily fluctuating demand for staff.
If you are used to a set schedule with little to no variance, the nature of customer service hours can come as a shock. However, some people enjoy the flexibility (and extra money!!!). If they are working more than one position or have other commitments to work around, the malleability of the industry can be very appealing.
Pro: Lots of Opportunity for Growth
Certain individuals may look at the run-down of a customer service position and think it isn’t something they want to pursue in the long-term. The great thing about entry-level customer service positions is that there are usually lots of opportunities for growth, both internally and externally.
Internally, by proving to your superiors that you have a solid understanding of the company, its practices, and how their customers should be treated, you are laying the groundwork for upward mobility. Externally, you will learn tons of transferable skills that can be applied to a number of different positions beyond customer service. No matter where you want your career path to go, a stint in customer service is never a bad idea.
Interested in exploring the customer service field? Dunhill has lots of great customer service opportunities available, such as this one in Charleston! Reach out a recruiter today if you’re ready to take on an awesome new opportunity.
