Gain this skill if you want to become a customer care rep
Customer care representatives who have experience conducting surveys will stand out from other applicants.
are a nuanced skill to master
The Bureau of Labor Statistics projects a 10 percent growth in customer service jobs between 2014 and 2024. As many industries in the U.S. and around the world continue to expand, they'll need more customer care representatives to ensure all of their customers' concerns are addressed — particularly when complaints and grievances are aired more publicly than ever.
Customer care representatives (CCRs) serve as the primary point of contact for a business’s customers. They field customer questions firsthand from the front lines and hear customer opinions on products and services all day. Since customers are easier to reach than ever, customer surveys provide CCRs and their companies with unprecedented data about customer satisfaction. However, surveying can be an overly complex process — not every customer wants to take surveys, and those who do often don't provide enough (or accurate) information, and it can be difficult to extrapolate the unique experiences of customers from numbers.
If you want to gain a competitive edge over other applicants, be sure to list comprehensive experience with surveys on your resume.
Why are customer satisfaction surveys so important?
Customer satisfaction tells your business how well you are (or aren't) doing. Information about what customers appreciate or dislike about your company can help you understand strengths and weaknesses, allowing you to retroactively fix specific issues and proactively plan for the future.
Surveys can also give you insight into specific customers' habits. Using smaller, more targeted surveys to collect information about how customers have experienced their business can allow companies to more accurately target demographics, leading to more sales and higher customer satisfaction.
Surveys mean more than just data
Of course, surveys should be more than just one-time snapshots where customers rank their experience from 1 to 10. It's important for CCRs to create surveys that allow customers to elaborate on their ratings. The best CCRs know that unanticipated answers often lead to better insights and more improved business practices.
Control for data quality by timing your surveys
A massive survey push doesn't necessarily mean that answers will be objective or representative of all customers; for example, many customers only fill out post-transaction surveys if they weren't satisfied. This can lead to a skewed dataset that paints a more negative picture than reality. Instead of solely surveying customers after transactions, try reaching people before they've interacted with your company to gauge sentiment and reputation, and consider offering survey incentives to encourage more individuals to respond. Creative survey tactics can provide your company with even more valuable data, and prospective employers will be looking for CCRs who can think outside the box.
Build your skills
CareerBuilder offers a professional training course for customer care representatives that was developed in collaboration with customer relations experts. Upon completion of the course, CareerBuilder can help you secure job interviews with employers in your area. The course covers a variety of topics, such as how to interact with customers, how to properly manage inquiries, and how to take ownership of your customer service career — skills that will make you more competitive in the current job market and set you up for success no matter what stage of your career you're currently in.
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