How can Customer Support professionals successfully change industries?

An experienced customer support professional has been sitting at the confluence of customer interactions with your product and your business. They often have also been the voice of the customer for internal teams working on product and business strategy. If there's anyone who's been more advantageously positioned to pivot into a new role - I've never met them.

"Strategies change. Principles dont". If a Customer Support professional can think top down, how their role syncs up with the larger vision of the function and the organization...and ensure that the requisite skills with changes in industry and technology are imbibed at an effective pace...they can contribute optimally to diverse industries. Domains, tools techniques and language can change with changes in industry...but no one can replace the mindset of 'customer sensitivity' and placing the customer and their success, delight at the center of all activities.

I think the most important factor is thinking about how those skills can be applied in other ways. When writing a resume for a change you might think a skill is something everyone can do, but like most skills, it takes a certain kind of person to be successful. Skills that are part of your every day like de-escalation and time management are crucial in any support role. Leaning in to what you can do well will serve you well in whatever you'd like to pursue next, To give a specific example from my own career, explaining things like charges on a a bill (and doing so under my call time goal) prepared me when I wanted to jump into a role that trained customers using software.

O suporte ao cliente é um dos setores mais importantes da CIA, pois lida diretamente com a raz?o da empresa, o cliente! é por meio dos atendimentos que o analista vai identificar oportunidades de melhoria no produto, deixando cada vez mais atraente, robusto e direcionado para atender aos clientes.

For Customer Support professionals eyeing a career shift, success lies in strategic moves. Embrace transferable skills, dive into industry specifics, leverage networks, showcase adaptability in your resume, upskill as needed, tailor your cover letter, seek mentorship, and be open to entry-level roles. This concise guide ensures a smooth transition into a new and exciting professional landscape.

Acquire Industry-Specific Knowledge: Fill knowledge gaps by educating yourself on the new industry. Attend relevant workshops, webinars, and industry conferences. Stay informed about industry news and developments. Customize Your Resume: Tailor your resume to emphasize experiences and achievements that align with the new industry. Use industry-specific language to demonstrate your familiarity with the field. Network in the New Industry: Build connections within the target industry by attending networking events, joining online forums, and connecting with professionals on platforms like LinkedIn. Seek informational interviews to learn more about the industry from insiders.

Changing industries is a commitment to continuous self development through education, honesty and getting to know your customer. It all starts with you by pushing the boundaries of your current knowledge set, stepping outside your comfort zone and accepting where there are gaps in your knowledge but making that commitment to push through the times of uncertainty and pending imposter syndrome. Honesty is part of the conversation with your customers, explain your situation and experiences and ask questions! Get to know their pain points, what they like / dislike and commit to solving their problems. Lack of knowledge does not mean a lack of customer service excellence, high standards can be maintained by managing expectation effectively.

Visite o site da empresa: Comece visitando o site oficial da empresa. Procure informa??es sobre sua história, miss?o, valores, produtos ou servi?os oferecidos e notícias recentes. Leia sobre a cultura da empresa: Muitas empresas compartilham informa??es sobre sua cultura organizacional em seus sites. Procure por declara??es de miss?o, depoimentos de funcionários e descri??es de programas ou iniciativas que reflitam a cultura da empresa. Explore as redes sociais da empresa: Siga as páginas da empresa em plataformas de redes sociais como LinkedIn, Facebook, Twitter e Instagram. Isso pode fornecer insights sobre sua atividade, eventos, engajamento com funcionários e clientes, além de outras informa??es relevantes.

Showcase Relevant Experience: Highlight any experiences, projects, or achievements that directly relate to the new industry. Frame your accomplishments in a way that demonstrates their relevance to the industry's needs. Professional Development: Consider obtaining relevant certifications or undergoing training programs in the new industry. This showcases your commitment to acquiring industry-specific knowledge and skills. Seek a Mentor: Find a mentor who has successfully transitioned from customer support to the industry you are targeting. Their guidance and insights can be invaluable in navigating the change.

Revise sua experiência profissional: Adicione qualquer nova posi??o, projeto ou responsabilidade que você tenha assumido desde a última atualiza??o do seu currículo. Destaque conquistas específicas e resultados alcan?ados sempre que possível. Atualize suas habilidades e qualifica??es: Liste quaisquer novas habilidades, certifica??es ou treinamentos que você adquiriu recentemente. Certifique-se de destacar as habilidades relevantes para os tipos de posi??es que você está buscando. Revise sua forma??o acadêmica: Se você obteve um novo diploma, certificado ou qualifica??o, certifique-se de incluí-lo em seu currículo. Inclua também quaisquer honras acadêmicas ou prêmios recebidos.

Address Industry-Specific Concerns: Anticipate questions or concerns hiring managers might have about your industry shift. Proactively address these in your cover letter or during interviews, emphasizing your commitment to learning and adapting. Create a Compelling Cover Letter: Craft a cover letter that explains your motivation for changing industries, highlights your transferable skills, and expresses genuine interest in the new field. Use this as an opportunity to make your case. Job Search Strategy: Be strategic in your job search. Look for entry-level positions or roles that value transferable skills, offering a bridge into the new industry. Consider temporary or contract positions to gain initial exposure.

Look for new skills that feel like a natural progression from your current skill set. Instead of being intimidated by those requirements that you almost meet, try framing them as the logical next step to take and the reason why you are looking for new opportunities.