When Steve Wallace walks into work in the morning, he never knows what
he'll find. Maybe it's some parts he has to find for a customer.
Maybe it's a finicky problem that only shows up when the customer takes
their computer home.
Maybe, just maybe, he'll help sell a $5,000 computer system.
"My biggest role in dealing with a customer is educating them," says Wallace.
He is a customer service rep for a company that sells computers. "I spend
on average almost three-quarters of my time satisfying customers. Many know
little about computers when they walk in, but know a lot more when they leave."
He feels that a customer deserves the best service you can provide. That
means accurate and timely estimates.
"When I do an estimate, either for repairs or a new machine, my math has
to be spot on. I could lose the company money or cheat the customer."
He cites patience and the ability to do and think about a number of things
at once as essential skills.
"Some customers are very trying. They spend a lot and expect even more.
You have to be very diplomatic when a customer fouls their computer up and
then blames you. I often don't get home until late."
Stress can be a factor. Wallace warns that dealing with difficult customers
can cause some people to leave the business!
Susan Jerowsky's job at a dive shop is diverse. She developed and
maintains the company's website. Customers can check out
the latest gear, plan on attending dive classes or voice their opinions on
their forum. They can even register in the dive buddy list.
On a less virtual level, she works on the front line keeping customers
happy. Dive gear is very technical. Health and safety concerns are very crucial
to a responsible diver. She has to ensure that people renting equipment are
qualified and capable of using the gear safely.
"I have to make a call on whether someone is comfortable with a new or
untried piece of gear before they take it out. If not, their life may be in
danger," she says.
Much of the company's business is with commercial divers who rely
on the shop for quality gear and a quick turnaround on repairs.
"I often have to rustle up spares or substitutes so a dive company isn't
stuck at the dock losing money while we run around looking for parts," she
says. "Basic math skills are used every day. And I have to be able to decide
on the spot to let someone use a certain piece of gear or not."
There are times when work outside of normal hours is called for, too.
David Hammerburg works at a hospital. His job can cover clerical duties,
answering phones and dealing with patients and their families. He also has
to work closely with the staff.
"Most employers will train you, but it's best to have experience first,"
he says. "Starting small at a hotel or front counter gets you prepared for
the big opportunities. There are times when taking action is very important,
and being a self-starter is an attractive thing to most employers."
The part he likes the best about the work is "getting the chance to give
friendly service and make someone's day easier."
The worst part? "Customers that I can't communicate with due to their
emotional or mental state. It's hard to provide a service to someone
that isn't sure what they want.
"It can be hard and require a lot of patience, but if you are friendly
and can keep your cool, it can be fun. It isn't called customer service
for nothing."
Bonnie Day works at a career counseling office. She views her duties as
a mix of clerical and customer service. What happens when a new client arrives
can make a big difference.
"I am the first person they deal with after they make an appointment, so
I do my best to make them feel comfortable," she says.
She has to accurately enter a lot of client data into a number of databases.
The agency and other organizations use this data for statistical analysis
and reports.
She feels a high school diploma is the industry norm, but some post-secondary
training in computers is a definite asset. "Part of the job is statistics,
you need to be good at math."
Good communication is also vital. "They [the clients] are not always comfortable
when they first come. Some clients are mandatory and they are not happy to
be there. You have to communicate effectively with management and the counselors
in order to get and give information that is needed."
She enjoys seeing clients get a job or receive the funding they need to
go back to school. But work can be stressful. There can be a lot to get done
at one time and deadlines are often looming.
Sean Mahr works at an auto parts retailer and repair shop. He splits his
time between the service counter and the shop.
"Dealing with customers is a balancing act," he says. They are not often
very happy to be getting their car fixed. This means trying to get the best
price for them while still keeping them in a safe vehicle.
"You need to be mechanically inclined," he says. "Don't even try if
you don't know anything about cars and repairs."
He also has to make decisions all the time. Often, substitutions need to
be made when the customer is not available. He needs to be able to decide
quickly whether or not the customer will go for the changes based on his brief
contact with the customer.