Explaining your enthusiasm for service to an outsider is sometimes not so easy. However, there are many reasons that make service a fulfilling challenge. Above all, the diversity of the tasks is convincing.
Although the burdens in the After-Sales Although some of the service outlets are sometimes somewhat larger, service staff usually work tirelessly and persistently to satisfy customers and improve their own offering.
But why is that? And how do I explain the enormous drive with which many of us service desperados renegotiate the relationship with the customer on the front line every day? To clarify this, you have to understand the fascination that comes from working in customer service.
Service is one of the most important drivers of success in the company
As service geeks, we work in a promising field that still holds plenty of challenges for us. This applies not only to the field of digitalization. We are an important player in ensuring that companies continue to provide secure jobs in the future. After all, we play a decisive role in determining a company's reputation and image.
In addition, no other area in the company is as well networked as the service department. For example, we support the development department with the experience we gain in our daily dealings with customers and products. Even if we sometimes have to be a little more forceful here, as the ladies and gentlemen are not always so willing to be talked into it. On the other hand, we negotiate new ways of selling our own services with the sales department.
If a company were a soccer team, the service department would probably correspond to the classic position of a six-man in front of the defense. This is because we are both cleaners and passers and have to exude calm and confidence on the pitch. At the same time, we also have to iron out any mistakes made by our front men. We always rush from sixteen to sixteen and are active almost everywhere on and off the pitch. Unfortunately, the superstars are often the others in the end, but anyone who knows anything about the game appreciates our important contribution to the team's success.
A very varied field of activity
As a reward for our hard work, we can look forward to an incredibly diverse range of tasks. Customers' problems can take many different forms and shapes and we often act as both a fire department and emergency care provider. That's why hardly any two days are the same.
There is the classic field service with the planning and organization of assignments. On the other hand, we take care of the hotline service and knowledge management as well as the digitalization of the interface to the customer. In addition, the administrative processes are developed further on a daily basis. Then there is spare parts management with topics relating to the global warehouse and logistics concept, pricing and the definition of suitable parts strategies together with the development and purchasing departments. There is hardly any other area of the company with such a wide range of tasks.
We are on the mat every day and have a wide variety of tasks to complete. So it rarely gets boring. We can also see exactly where the shoe pinches in the relationship between the customer and the company and can proactively tackle problems and find new solutions. In this way, our day-to-day work is not only determined by others, but we can also pick up the ball ourselves and go on the offensive creatively.
Direct customer contact
Direct customer contact can be stressful under certain circumstances. Nevertheless, life on the service front can also be instructive and interesting. Who wants to sit in an ivory tower? We can make the difference in service. You can really get the cart off the rails, but you can also heroically pull it out of the mud. You often see the impact of your performance immediately.
At the same time, the customer will often thank you for it. The customer shouting into the phone is not a pure myth, but it is the exception rather than the rule. You can get along quite well with most customers after all. Service is often in a better position than sales in the eyes of the customer. The salesperson is sometimes only perceived as a sometimes annoying salesperson with the sole aim of bagging the next deal. The customer service employee, on the other hand, often receives a little more appreciation in day-to-day dealings when they deliver excellent work. After all, we keep the machines running and are often the customer's savior in times of need.
Those who love and can master the interaction with customers are therefore often rewarded and appreciated. The customer goes the longest way together with the service department. The service employee is the figurehead of the company and all the processes behind them are a closed book for the customer. This opportunity can be used to make your own mark.
Always at the cutting edge of service
Technical understanding is part of it. The constant stream of innovations and new developments ensures a varied field of activity. New markets, new technologies and as a service expert you are right in the middle of it! That is the promise made to you in customer service.
You don't just have to see yourself as a spectator, but you can also be an active part of the process, for example through innovative Service Design help shape the services of the future. They understand what problems customers and products have. Because nobody knows both better than service.
Team spirit is a top priority
Even if you come under fire from time to time, you can usually rely on your colleagues. This is because the shared experience of sometimes being taken to task a little more harshly welds the service department together. As a result, the team spirit is relatively good. At least that's what you can observe in many companies.
Experienced colleagues provide security and share their know-how with younger, inquisitive employees. This results in fruitful collaboration. Clear words and a hands-on approach are required instead of looking for reasons why a machine is not working. And everyone helps each other out.
Service is an absolutely honest craft without a lot of frippery. Straightforward and correct, with direct and honest feedback. This is what inspires many people and makes them start anew every day.
