登录查看更多内容

What do you do if your mid-career customer service skills aren't translating well in the digital world?

由人工智能和领英社区提供技术支持

If you're in the middle of your career in customer service and finding that your skills aren't quite fitting the digital mold, you're not alone. The shift to online platforms and technology-driven interactions has redefined the landscape of customer experience. But don't worry, your foundational skills are still valuable; they just need a digital polish. This article will guide you through adapting and enhancing your customer service expertise for the digital era, ensuring you remain an asset to your team and customers alike.

此文章中的业界达人

由社区从 7 条内容中精选。了解更多

1 Embrace Change

The first step is to embrace the digital transformation with an open mind. Understand that while the medium of delivering customer service has changed, the core principles of empathy, problem-solving, and communication remain constant. Begin by familiarizing yourself with the various digital channels customers use to engage with businesses, such as social media, live chat, and email. Learn the nuances of each platform and how you can apply your existing skills effectively within them.

添加您的观点

Jason Matuska, PRC, CDR, CIR, ACIR, CSMR, CTR, CASR

Senior Technical Recruiter @ Prudent Engineering | Advanced Certified Internet Recruiter | Certified AI and Sourcing Recruiter | Certified Professional Recruiter | Certified Military Veteran Recruiter | Closer
举报内容
Embrace Digital Communication Channels: Familiarize yourself with digital communication channels commonly used in customer service, such as email, live chat, social media, and messaging apps. Learn how to effectively communicate and engage with customers through these channels. Virtual Communication Tools: Develop proficiency in using virtual communication tools and platforms, such as video conferencing software, screen sharing tools, and online collaboration platforms. Practice conducting virtual meetings, presentations, and demonstrations. Enhance Digital Literacy Skills: Invest time in improving your digital literacy skills, including proficiency with computers, software applications, and online tools relevant to customer service.

已翻译

赞
Izabel A.

IT, PMO, BPO, Women in Tech
举报内容
O primeiro passo é se familiarizar com os meios digitais atuais para lidar com as necessidades do cliente, podemos iniciar com o uso do e-mail, chat e mídias sociais mais comuns. Aos poucos e com o tempo, interagir com ferramentas mais aprimoradas do mercado será naturalmente parte dos próximos passos. A busca contínua de melhoria desse processo e o feedback do cliente s?o primordiais e servem de term?metro para garantir o progresso.

已翻译

赞
Sara Marca Rivera

+14 a?os de experiencia en Servicio, Experiencia al Cliente y Ventas | Líder de proyectos CX, CRM y Optimización de procesos | Apasionada por la Excelencia y el Logro de Resultados
举报内容
En mi experiencia en el mundo presencial, he conocido gente con mucho conocimiento de los que he aprendido mucho y es muy curioso también ver como algunos de ellos parecen principiantes en este mundo digital, sin embargo están en el camino de la adaptación, no quieren quedarse resegados. Aquí no hay de otra. La clave esta en ser conscientes que tenemos que movernos con el mundo y mercados, y cambiar. Con eso claro, cada quien elegirá la mejor forma de seguir vigente, grupos de apoyo, autoaprendizaje, búsqueda de retroalimentación, etc.

已翻译

赞

2 Learn Tools

Next, invest time in learning the digital tools and software that are now integral to customer service. Customer Relationship Management (CRM) systems, ticketing systems, and live chat software are common in the industry. These tools help track customer interactions, manage inquiries, and provide efficient support. Tutorials and online courses can be invaluable in getting up to speed. Remember, proficiency with these tools can significantly enhance your ability to provide exceptional customer experiences.

添加您的观点

Mira H.

Product Operations and Innovation Manager at Parents at Work
举报内容
To enhance your customer experience skills for the digital era, here are a few key technologies/tools to familiarise yourself with: -CRM system e.g. tools like Salesforce, HubSpot and Zoho can help you manage and analyse customer interactions and data, streamline processes and improve customer service. - Data Analytics e.g. Google Analytics, Tableau and Power BI can help you under customer behaviour and preferences through data analysis. - Digital marketing platforms e.g. Google ads, Facebook ads and LinkedIn ads are useful for targeted marketing and reaching your audience effectively - Customer feedback tools e.g. SurveyMonkey and Qualtrics are crucial for gathering and analysing customer feedback to improve CX.

已翻译

赞

3 Update Skills

Your communication skills might need tweaking for digital platforms. Writing clear, concise, and friendly messages is crucial since you don't have the benefit of conveying tone through voice or body language. Practice writing emails and chat responses that reflect your company's tone and brand. Also, learn to decipher customer sentiment through their digital communications to provide empathetic and personalized responses, just as you would in person.

添加您的观点

Iztok Podbornik

Chief Sales Officer @ Kingsbox ? Founder @ SLICKmentor
举报内容
You don't like change? I don't blame you. - me neither... But go on a drink with your younger peers, talk with them about what they use... ask them to teach you... You can take time, just watch them while they do it...see how easy it is -> Make this process (change) easy on yourself! ?? You will start to like it and once you do, you will already be 3 steps forward. ??

已翻译

赞

4 Network Online

Networking isn't just for job seekers; it's a way to stay relevant and informed. Join online forums, LinkedIn groups, or professional networks related to customer service and experience. Engage with peers to exchange knowledge, discuss emerging trends, and understand the challenges and solutions others are finding effective. This can provide insights into how to adapt your skills for the digital world and offer opportunities for professional development.

添加您的观点

5 Seek Feedback

Actively seek feedback on your digital interactions from colleagues and supervisors. Constructive criticism can help you identify areas for improvement and adjust your approach accordingly. If possible, access recordings or transcripts of your digital interactions to self-assess and understand the customer's perspective better. This self-awareness will be instrumental in refining your digital customer service skills.

添加您的观点

6 Continuous Learning

Finally, commit to continuous learning. The digital world evolves rapidly, and staying informed about the latest trends, technologies, and best practices in customer service is essential. Attend webinars, subscribe to industry newsletters, and participate in training sessions whenever possible. Your willingness to learn and adapt will not only enhance your digital customer service skills but also demonstrate your value as a forward-thinking professional.

添加您的观点

Diana Riggieri

Customer UX Experience Leader | Data is My Jam | Help Organizations Use Data to Enhance The Customer Experience Through Market Analysis, Strategy & Insights
举报内容
In the digital world, mid-career customer service skills may need adaptation. Prioritizing customer care remains essential in any industry. If this core skill isn't landing you a role, expand your knowledge with online courses from platforms like Coursera, Udemy, or colleges. Learn digital communication tools, CRM software like Salesforce, data analytics, and social media strategies. Improve your soft skills for digital contexts, such as written communication and video conferencing. Networking and certifications in digital customer service can enhance your resume. Embrace continuous learning to effectively translate your skills into the digital realm, opening new career opportunities.

已翻译

赞

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Dapo Fajimi

Principal Consultant
举报内容
Well, I'd say don't panic yet. You are not the only one impacted in the new digital era. Digital is impacting businesses (like COVID-19 did) and no business is immune to it, so embrace it. But ask yourself. Were you pulling your weight prior to digital. Digital should actually uplift your role and not otherwise because it's a big change impacting businesses and their stakeholders so you are a big part of making that change successful. Perhaps the organization lacks the knowledge of the benefit and purpose of CX. Perhaps the technology guys call the shorts and you are left behind in the power dynamics. In any case, you need self reflection, digital skilling yourself and proper organizational diagnosis to pinpoint where the gap is. Gd luck.

已翻译

赞

Customer Experience

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What do you do if your mid-career customer service skills aren't translating well in the digital world?

1

2

3

4

5

6

7

1 Embrace Change

2 Learn Tools

3 Update Skills

4 Network Online

5 Seek Feedback

6 Continuous Learning

7 Here’s what else to consider

Customer Experience

给文章评分

感谢您的反馈

更多Customer Experience相关文章

更多相关阅读内容

What do you do if your mid-career customer service skills aren't translating well in the digital world?

1

2

3

4

5

6

7

1 Embrace Change

2 Learn Tools

3 Update Skills

4 Network Online

5 Seek Feedback

6 Continuous Learning

7 Here’s what else to consider

Customer Experience

给文章评分

感谢您的反馈

查看其他技能