每种个性类型的客户服务职业道路指南

客户服务是一个很棒的领域，尤其是因为对于组织以客户为中心的心态比以往任何时候都更为重要。如果您已经担任客户服务角色，并且想在职业生涯中晋升，或者您正在评估客户服务角色是否适合您，请继续阅读以了解您需要了解这一流行的职业道路的所有信息。

Having a Customer Service 'Background'

您可能想知道您是否可以在就业市场上竞争服务和支持角色。与任何职业一样客户服务需要某些背景经验，技能和知识才能成功。以下是招聘人员和招聘经理可能正在寻找的一些事情：

客户服务的软技能

• 同情
• Active Listening
• Communication
• Conflict Resolution
• 耐心

Hard Skills for Customer Service

• CRM经验
• Persuasive Writing
• Documentation Skills
• 产品知识
• Phone System Experience

但是，有些人可能会根据自己的个性更接受某些职位。重要的是要考虑一下您在考虑职业时是谁，因为您将自己的大部分投入了这项工作。

在下面，我们讨论角色进步，特定角色，其职责以及它们如何适应客户服务职业道路。如果您对直接潜入您的个性类型更感兴趣，click here。

Customer Service Career Growth

Rep or Associate (Entry-Level)

Reps are on the front line, answering customer questions and responding to complaints.

专家（中层）

Specialists also work one-on-one with customers, but they may have additional subject matter expertise that equips them to handle escalations. In some organizations, specialists may also reach out to customers to up- or cross-sell.

Team Lead (Mid-Level or Managerial)

团队负责监督团队中的个人贡献者，并与自己的客户书合作。他们实施了流程和计划，除了处理任何人OPS任务外，还可以为团队提供支持。

Manager (Managerial)

经理通常支持整个团队或部门，提供培训，设定目标并提高宏观水平的运营效率。

董事（执行级）

In customer service, a director or other member of senior/executive management drives the mission, vision, and strategy of customer service, communications, and/or experience.

How Can You Grow Your Career in Customer Service?

您可以在客户服务方面发展职业的最佳方法之一就是了解那里的不同角色并发展与他们保持一致的技能。这是您在客户服务角色进步中找到最常见职位的一个示例：

Customer Service Representative

Entry-Level

A customer service representative is a frontline employee on the customer service team. They're responsible for reaching out to existing and potential customers with product offers, information about the company, and general updates. Rather than responding to customer communication, their work is more proactive because it aims to solve problems before the customer recognizes them.

客户服务代表通常在办公室或致电中心工作，并报告给客户服务经理。他们使用电话，live chats, email, and social media to communicate with customers. In some cases, they may be assigned to a specific account, or work with other members on the service team to help every customer.

The customer service representative role tends to be an entry-level position on customer service teams. However, since customer service is still a relatively new field, the significance of this position may vary for each company. Once customer service reps master this position, they tend to move on to specialized customer support orcustomer successroles.

(Remote) Customer Support Representative

Entry-Level

A customer support representative acts as the customer first point of contact on a customer service team. They're responsible for responding to customer inquiries via phone calls, emails, live chats, and social media direct messages.Customer support differs from customer servicebecause of its responsive communication tocustomer needs- 它比主动更具反应性。

Remote customer support reps complete the same responsibilities as customer support representatives but away from the office. They may work from home or another preferred workspace and have more freedom to travel, take care of their families, work other jobs, and get degrees while employed.

尽管这个职位通常是入门级的，但客户支持代表持续多年以来，很常见。一些公司高度依赖他们的支持团队，并且无法不断培训新的代表。相反，他们专注于激励他们的支持代表以防止潜在的营业额。

At other companies, this position is more of a stepping stone to taking on more advanced customer service or support roles. Support reps who are passionate about the product may pursue a specialization where they can be experts in a specific area. Reps that are more interested in working directly with consumers can shift their focus towards a customer success career path.

Customer Service Specialist

Mid-Level

客户服务专家是掌握产品或服务特定方面的客户服务工作者。这些员工拥有可靠的记录，展示了他们在客户支持或客户成功方面的专业知识。他们充当其他团队成员的参考，并解决与他们的重点有关的高级问题。

The specialists that work in customer success are used to handling sensitive customer service cases. These employeesdiffuse stressful situationsandwork with frustrated customersto prevent potential搅动。Specialists who excel in this role tend to apply to managerial positions on their customer success teams.

客户支持专家处理普通代表会遇到的支持案例。由于他们专注于特定产品或功能，因此可以快速解决客户面临的高级问题。

These specialists also have a few more options to consider at this point of their customer service career path. They could pursue a more technical role and become a product expert, or choose a leadership position as a customer service manager.

产品专家

Mid-Level

产品专家或产品工程师解决了客户问题，这些问题超出了前线代表的培训。他们对用于解决公司最严格的支持案例的产品拥有丰富的知识。raybet电子竞技这些员工处理在普通客户服务案例中无法解决的主要错误，故障和产品缺陷。

产品专家的下一个职业步骤很可能是开发人员的角色。开发人员的职位不在客户服务领域，更适合从事职业product management。

实施专家

Mid-Level

实施专家确保与他们合作的每个客户都有积极的经验。他们通过逐项项目协助实施和执行产品或解决方案来做到这一点。例如，他们可能会在将客户传递给其长期代表之前进行入职。

It's necessary for the implementation specialist to have deep knowledge of the product and champion it as they handle customer expectations.

Customer Success Manager

Managerial

客户成功经理与客户作为合作伙伴一对一合作。raybet平台他们帮助客户使用产品入职，实施工具以及创建销售和营销活动。这些员工在客户成功方面往往具有多样化的背景以及多年与客户合作的经验。

客户成功经理会定期跟进客户，检查他们的进度并与可信赖的顾问采取类似的行动。此外，他们通过寻找优化客户工作流程中产品或服务的方法来确保客户从公司中获得最大收益。raybet电子竞技

一旦客户成功经理掌握了管理客户的管理，他们职业生涯的下一步就是管理员工担任客户服务经理。

客户服务经理

Managerial

A customer service manager leads a customer service team which can sometimes include both the success and the support teams. They hire and train new reps on their team and act as a resource whenever reps have questions. They also set goals for their team based on the company vision and check up on each rep regularly to ensure they're hitting numbers.

客户服务经理可能会处理其客户和员工的记录，并为一个积极的成功团队定下基调。通常，他们只有在必要时才监督整个客户服务团队并干预客户互动。

While this is a prestigious position for most customer service teams, there's still one more step a customer service manager can take in their career. The best customer service managers can strive to become the VP of Customer Success or Chief Customer Officer (CCO) at their companies.

Customer Service Operations Manager

Managerial

客户服务运营经理负责客户服务部门的整体运营和效率。这可能包括劳动管理，运营程序，新员工的访谈和培训以及绩效评估。

A customer service operations manager may be in charge of the budget and be involved in strategic planning for the department. This may include analyzing trends, performance, and processes as well as creating forecasts for executive management.

客户成功副总裁或首席客户官

Executive-Level

The VP of Customer Success orChief Customer Officer与其他执行委员会的其他成员一起工作。他们负责公司内的所有客户团队。raybet电子竞技他们的主要责任是了解内部和外出的客户，并代表客户对执行委员会的愿景。

他们根据数据为公司设计新计划，以不断改善客户体验。raybet电子竞技他们还确保公司有一个raybet电子竞技customer-centricfocus by creating an employee culture that's devoted to customer success.

Director of Customer Experience

Executive-Level

The Director of Customer Experience is responsible for the strategy, planning, and execution of customer experience as an organization builds a customer-centric culture. They will have a deep understanding of each team/department within the customer service arm of the organization as well as the customer journey for each buyer segment.

They will be able to set goals based on the organization's customer experience metrics and see support initiatives enacted across all teams in order to meet those goals. They may also work toward fostering alignment between teams and departments in order to enhance the customer journey.

不确定哪种路径适合您？在下一节中，我们分解了六种个性类型，可以帮助您确定哪种客户服务路径适合您的需求。

The Six Holland Personality Types

John L. Holland was an American psychologist who pioneered important research in the fields of occupational work, personalities, and environments, as written by theNational Career Development Association。他的工作影响了许多职业顾问，并给了他们他们所需的工具，以指导人们朝着正确的职业发展方向。

He established the hexagon shape to represent the six types of career psychology he outlined. According toCareer Key，荷兰将人们组织成六种职业人格类型之一：现实，社会，调查，艺术，常规和进取。

It's typical to focus on your two personality types that have the highest percentages. In addition, you may write out your Holland Code: the first letter of each personality type in the order of highest to lowest association with yourself. For instance, my Holland Code, based on the Holland Codes test, is AESICR.

There's aCareer Key Discovery® testyou can take for a cost to learn about your personality types. However,荷兰的代码offers a free, written version of the test, too. After taking one of the career tests, read below to find out what customer service career aligns best with your top personality type.

1.现实：“ do-er”

实用·机械·理性

Those of you who identify as realistic would be successful asremote customer support representatives。

现实的个性享受参加涉及动手实践，解决问题的活动。他们喜欢在大自然中在户外工作，并使用工具，机械和木材。他们更喜欢在外面，独自一人，没有文书工作。

As a remote customer support representative, you would have the freedom to work outdoors or in any workspace that feels comfortable and practical, rather than being confined to a desk. You wouldn't have to work closely with others, as all of your interactions with customers and other employees would be virtual. Since realistic personalities enjoy problem-solving, you would thoroughly enjoy navigating the practical issues customers have with their new products and services. Your rational, level-headed mind is ideal for handling a range of customer problems with cool composure.

2.社交：“助手”

有益·友好·值得信赖

Those of you who identify as social would be successful as客户服务代表。

Social personalities enjoy working closely with, communicating with and teaching people. Social people love helping others and providing them with some kind of service. They enjoy providing information to people and prefer to do so without using any tools or machines. They value helping others solve their problems and find joy in doing so.

As a customer service representative, you would get the opportunity to spend every day communicating with new, interesting customers. You would be able to help them by actively listening and finding solutions to their various problems. This is a field that requires outstanding communication skills, patience, and kindness … all qualities that you hold dear. You would get to build relationships with these customers. The fact that you are so charismatic and trustworthy would help you improve customer conversations, making you a great asset to the customer service team.

3. Investigative: "The Thinker"

Precise · Scientific · Intellectual

Those of you who identify as investigative would be successful ascustomer support specialists or product experts.

调查性格喜欢与复杂的想法合作，并参与需要大量思考的活动。他们喜欢发现新事实并解决精神问题。调查个性往往擅长数学和科学，并且非常重视这些领域。他们偏离试图说服或卖给人。

As a customer support specialist or product expert, you would get the opportunity to solve more complex, thought-provoking problems. You would get to learn a lot of interesting facts about computer systems and put them to the test when working with customers. Since you enjoy math and science, you would love the opportunity to incorporate both these skills into this very analytical field.

Investigative personalities tend to shy away from emotional persuasion, and instead build logical, fact-based arguments. In customer support, you would never have to feel like you're persuading people or leading them astray since the communication method is responsive. Your scientific mind would be immensely helpful in fostering a more insightful customer support team.

4. Artistic: "The Creator"

Expressive · Original · Independent

那些认同艺术的人将成功客户成功经理。

Artistic personalities enjoy working with creative forms, patterns, and designs. They enjoy working freely with no clear rules and having opportunities for self-expression. They're interested in artistic activities in their free time, like music and theatre, and like to bring that kind of lively, individualistic energy into their workspace.

As a customer success manager, you would get the freedom to work collaboratively with customers. That means fewer boundaries and set rules, and more fluidity. There are no scripts or formalities in this role. Rather, you would be working with customers as partners, guiding them and also learning from them, too. You would get the chance to help them plan exciting campaigns, and set them up for success with programs you build together. In this role, you would be able to exercise your exceptional creativity and individuality and hone it into specific customers to help inspire them.

5. Conventional: "The Organizer"

有序·以细节为导向·有条理

那些认同传统的人将成功客户服务经理s。

Conventional personalities enjoy following a structured routine every day. They prefer working with data and hard facts, rather than creative, abstract ideas. They enjoy following a strict line of authority and would be overwhelmed by too much freedom. They're good at keeping records of data, numbers, and patterns and setting clear goals.

As a customer service manager, you would get the opportunity to be more involved with numbers than customer service representatives, since you would handle data on your employees and customers. You would manage records of customer interactions with your reps and store them in an organized fashion. As the manager, you would get to set detailed goals for your team and build them a daily routine to maximize their success. Your strong组织技能would help you be the most efficient, precise manager possible.

6.进取：“说服者”

Energetic · Ambitious · Sociable

Those of you who identify as enterprising would be successful as the客户成功副总裁或首席客户官。

Enterprising personalities enjoy proactively starting their own projects. They're comfortable stepping up into a leadership role and making decisions for others. They're confident in themselves and willing to take risks to make necessary improvements. They have strong persuasion skills and can easily sell ideas and products. In their free time, they enjoy keeping up with politics and business and value success in these fields.

作为客户成功或首席客户官的副总裁，您将有机会领导整个客户团队并做出决定不断改善客户体验。通过将公司愿景转移到以客户为中心的情况下，您将承担激动人心的风险。raybet电子竞技由于您是如此有说服力，因此您将成功地说服其余公司以客户为中心的重要性以及说服客户为什么选择您的业务。raybet电子竞技您对业务和领导力的兴趣，再加上您的野心和精力，将使您成为这个角色的绝佳选择。

使用荷兰的6个人格类型是fascinating way to analyze your personality traits in a career-focused lens. It's important to note that no one is one specific personality type. We are all combinations of several different types, with one that typically stands out as the highest percentage. While you may be most successful in a career path that falls into your top personality type, you can find success in a career that aligns with your second or third type, too. What's important is finding a career that you love that helps you show off your strongest qualities and improve your weaker ones.

编者注：该帖子最初于2019年2月发表，并已更新以进行全面性。