Does such a job exist? Customer 'training' / guidance

SideWinder

SideWinder

SideWinder

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Hi,

Weird one...so I am pondering careers and thoroughly enjoy meeting new people (something I am unable to do a lot of at the moment plus very small team mainly remote) so I am seeing what my options are.

Are there roles/careers out there that involve training teams or individuals on how to speak with customers? Providing reassurance? A guess a bit like a Customer Service Manager but freelance/hired by many companies?

I realise this is quite specific and looking for other totally different suggestions but along the same wave length. :)
 
Maybe something around onboarding? Call centers aren't likely to always recruit people with customer facing skills, so they must have to go through some onboarding stuff on how to engage with customers.
 
There was an education department at one vendor I worked for, it was partly for internal training of new analysts/consultants but mostly revenue generating and offered training courses/certifications for clients; either end users or consultants. The people working in that role tended to have prior experience.

Semple said:
Maybe something around onboarding? Call centers aren't likely to always recruit people with customer facing skills, so they must have to go through some onboarding stuff on how to engage with customers.
Click to expand...

^^^ this

I've done that sort of job in the summer after uni or indeed once in-between jobs in my early 20s. One summer I remember spending about a week in a call centre classroom with a bunch of other temps and two trainers.
 
I used to be a Customer Service trainer. Almost all companies with a large CS team (call centres are the prime area for this) will want/need CS trainers.

Generally these will be in house roles, though some companies will outsource it to external agencies.
 
What's your technical skills like? We have train-the-trainer roles where you basically train people who will go off and train groups, but it's focused more around technical skills so the pay would be a lot better. But it would tick your box for meeting new people etc.
 
Lopéz said:
I used to be a Customer Service trainer. Almost all companies with a large CS team (call centres are the prime area for this) will want/need CS trainers.

Generally these will be in house roles, though some companies will outsource it to external agencies.
Click to expand...

How was the role? Can you give any insight perhaps with regards to a day to day?

@Semple - Not too bad to be honest. But not very clued up on current software...but can learn.
 
Honestly, although the pay wasn't incredible, I loved it.
It's tiring though - if you have to a do a full week of delivery (eg stand up training, chalk & talk style) then it's exhausting, you finish up on a Friday totally done in.

A typical month would include:

Meeting with stakeholders from the business to decide what priorities were (new starter inductions, ongoing coaching, value add learning modules)
Attending all sorts of meetings so that you knew which initiatives might need a level of L&D support, and what the timelines for that might be.
Writing/updating content - slides, exercises, new courses
Liaising with business SMEs to ensure content is aligned/technically accurate etc
Webex sessions (like a group broadcast of info rather than actual training)
Stand up delivery training - which could be anything from an hour or two on a new product/service to a 3 week induction
Writing feedback on delegates and how they've performed
1:1 coaching, sometimes side by side, sometimes remote call observation, sometimes out in the field (this was my favourite, a day out on the road visiting customers for example)
Sometimes involved in recruitment and selection
A good chunk of travel - I covered Aberdeen to Bodmin to Maidstone, so there was a lot of UK travel and overnight stays, especially for Sales training (Customer Service training tended to be more centralised, eg where the call centres were)

I learned so much during that period of my career, it was a very rewarding job, the pay was "alright" at the time, my team were great, my boss was fantastic, and I got involved in all sorts of things - including doing all the systems training for a Salesforce implementation which later became my full time career.
 
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