Additional Information
The minimum is usually a high school diploma. Most places will train their
CSRs. However, as the workplace gets more complex, and with most companies
relying on computers, it's important to have some computer training.
Training or knowledge related to the nature of the business is also very
important. For instance, someone seeking work as a CSR in the oil industry
should take geography and at least one science, either physics or chemistry,
before investigating this field.
For example, CSR Steve Wallace won't hire someone unless they have an above-average
and up-to-date knowledge of computers. Other examples are car dealerships
or hotels. "You must know cars to do what I do, period," says CSR Sean Mahr.
Most CSRs will say math and computer skills are the biggest educational
requirement.
Many larger firms and organizations offer in-house customer training seminars
and courses as part of their professional development programs. These are
usually presented by consultants who provide these courses to the host company
for a fee. Check with the company you are applying to and see if this is available.
Some colleges and universities offer courses and certificates in customer
service. These are usually done through their continuing education department.
Community colleges often have short (often under a week or two) courses focusing
on customer service. They often emphasize service in the hospitality industry.
An education in marketing or public relations is also valuable. Most universities'
business or economic departments have marketing programs. Check with your
guidance counselor or career prep department for what's available locally.
For customer service and salespeople who work at Whirlpool, the home appliance
giant, their training can take them to quite a few unusual places.
Eight of them get to live for two months in a house outfitted with Whirlpool
appliances. They don't come home at the end of the day, either. They do all
the things their customers would do. They bake, wash, cook, clean and live
with the products the company sells.
The aim is to ensure that when you walk into a Whirlpool retailer or call
the help desk, you are more likely to speak with someone who has shared the
challenges you are facing. They can give you genuine advice and answers because
of that.