Zhao Hong University majored in marketing. After graduation, she entered the customer service center of an insurance company and stayed after intensive training. However, three shifts in the past three years have not been counted, and most of the daily contacts are customer complaints or consultations. The reason for each accusation or scolding is often unrelated to the customer service staff. "But when I picked up the phone, I represented the company, so I had to put up with it. I have no right to explain, only an obligation to explain. " After the Spring Festival, Zhao Hong, who was tired of his job, decided to jump ship and submitted many resumes, but there was no reply.
"Customer service work, I originally wanted to make a transition, but now it seems that I can't pull out my legs trapped in the mud!" Zhao Hong said that many colleagues around her have similar puzzles. I really don't want to continue, but what should I do?
For front-line customer service staff like Zhao Hong, Yan Ling, the first brand of career planning in China and the top employability expert in Xiangyang career, put forward three career development suggestions:
1) Adjust the professional mentality.
In a state of confusion and depression for a long time, personal self-emotion will form a vicious circle, which is extremely unfavorable to work. For customer service staff, full patience and good attitude are the basis for doing this job well. Therefore, at work, Zhao Hong can look at the problem from a different angle, regard the complaints, complaints and accusations of customers as common things at work, treat these negative information with a positive attitude and try to shield its adverse effects.
Once an excellent customer service supervisor said that she actually found a lot of fun from many trivial things during her six years of customer service work. Once, a very difficult problem was finally solved satisfactorily after her communication for more than an hour. At the moment when the user thanked her, she felt a sense of accomplishment, and all the grievances and complaints vanished.
Not only that, there are other more important gains. In the past, she was also an impatient person, who often choked up with customers on the phone because of one sentence, but after a long period of customer service training, her temper changed greatly, which benefited her for life.
Adjusting professional mentality and treating work more positively and optimistically are the psychological basis for making progress in work.
2) Pay more attention to internal career development.
Generally speaking, when the promotion is not obvious, people who have worked for about three years tend to pay attention to many factors of their foreign career, such as salary, position, working environment, work content and so on. In fact, at this time, we might as well focus on the development of our internal career. First, recognize your strengths and weaknesses, take stock of your work experience in recent years, how well you handle contradictions, whether your communication skills have been greatly improved, whether your interpersonal and language skills have been improved, and so on.
Yan Ling suggested that Zhao Hong should pay more attention to the internal professional factors such as knowledge, concept, ability, experience, vision, skills and psychological quality that can be obtained from work. At the same time, strengthen self-training in emotional management, stress debugging and communication skills. The customer's difficulties can be seen as a challenge to your patience. You can improve your communication skills by communicating with customers. Bad working environment is regarded as a life experience. In this way, the sense of value of work will become more and more, and the professionalism and competitiveness in the field of customer service will become stronger and stronger. And this is the core capital to seek career development breakthrough in the future.
3) Identify the direction of transformation and make relevant preparations.
After the initial communication, the career planner of Xiangyang Career CCDM had a one-on-one in-depth communication with Zhao Hong. At the same time, combined with the analysis of MBTI's personality type and professional values, the career planner found that after three years of tempering, her customer service ability is very good and her oral expression ability is also outstanding. In addition, the planner learned that the customer service "apprentice" brought by Zhao Hong performed well and steadily, and she was always willing to share her skills, knowledge and work experience with others. Career planners believe that Zhao Hong has the potential to be a trainer.
After the professional guidance of professional planners, Zhao Hong was delighted to find the development direction of "trainer". For the preparation of transformation, the planner also gave suggestions: you can actively participate in the company's new training, you may wish to take the initiative to request and actively apply, and use the training opportunities to exercise your training skills; At the same time, consciously refine different training documents at work and form your own training system. After 1-2 years of preparation, you can start to implement transformation according to your career goals, or seek opportunities within the enterprise or seek development platforms outside.
In fact, many college graduates lack the necessary career orientation and career planning for themselves, which leads them to fall into a vicious circle such as confusion, low sense of value, lack of competitiveness and frequent job hopping. After working for two or three years, it is difficult to develop your career smoothly, and even affect your whole career. Therefore, the wisest choice is to make a good career plan when you graduate and help yourself choose your first job correctly.
Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.