Customer Service Skill Training - What customer facing experience have I had in previous roles that I can bring with me to this role?

customer service skill training is something you'll get tested on in interviews - guaranteed. Because, like all customer facing roles in any industry you’ll be dealing with people. There isn’t that much difference to serving drinks, waiting tables, retail sales and customer service. You’ll be exercising politeness and courteousness the same way you would be if you were an airline hostess/host.

If you do not have any customer service skill training I strongly advise you to get some. See it as an investment in your future as well as an income stream. The skills you will acquire are what the entry level jobs ask for.

It shouldn’t be difficult to get into a customer facing non computer job, even part time. You can offer to work for free to start with if it helps you get a job. Stay focused on your goal of getting into the computer industry.

The IT industry is essentially a service industry. The entry level support jobs are extremely client facing - so customer service skill training is something employers will expect of you.

When someone’s system is down they cannot do any work. This immediately puts them and you under pressure.

When people are under this kind of pressure they tend not to behave as rationally as they normally would. You’ll need to be able to bite your tongue and stay focused on the task in hand. Even when someone is standing over you continually asking you how much longer you will be and reminding you that they need to be back up and running ’yesterday’.

I’ve had people namedrop senior members of the organisation who are waiting for the work that is being held up as if that’s supposed to kick me into action and fix it quicker.

One guy I worked for in his small business used to like giving me deadlines to have problems solved by. He’d look at his watch and say things like:

“So you’ll have this solved in let’s say…………. 2 hours time?”

The key fact you need to keep hold of even when people are trying to scare you into panicking is this:

You need to be able to think CLEARLY and approach these problems METHODICALLY and SENSIBLY. Panicking does NOT fix problems

When you have this mantra ingrained in your work ethic you’ll be 100% more effective. Having a calm, rational approach to problem solving along with an understanding of your clients needs will set you above the rest.

It is perfectly acceptable to inform your user/client that in order to most effectively troubleshoot their problem in the timeliest manner you need your thinking space. Distractions and interruptions will only hinder your troubleshooting process and make it take longer.

Remember- you didn’t break their computer, they did….(don’t say that to them though!).

Customer service skill training is something you have probably developed already and don't even realise it.

So this discussion brings me on to the next topic which is all about the troubleshooting process and business awareness:

How sharp is my sense of business awareness- can I judge when enough time had been spent on a problem and when to escalate?

Looking for training books? - Check out the First Computer Job Book Store!

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