Consultants are similar to business or management consultants, and they’re tasked with improving service at the organizations that hire them. In this role, they analyze an organization’s customer service practices and make suggestions for improving efficiency and effectiveness and helping the company meet its customer service goals.
At some organizations, customer service consultants are very similar to customer service representatives. These professionals often field phone calls from customers who want to file a complaint, place an order, or need help with a product. Because they may sometimes be dealing with irate or frustrated customers, it is important for customer service representatives to have good communication and problem-solving skills.
They should also be very knowledgeable about whatever service or product they are representing in order to provide the best service to customers. Those with the job title of customer service consultant sometimes oversee customer service representatives, sharing their duties but also having additional managerial tasks, like scheduling. Read the chart below for more information on how to enter this field.
Successful businesses are clear about what their customers want and structure their organisations to deliver. They make customer service a management priority, recruit and reward for service and focus investment on the aspects of service that are most important to customers.
Our expertise supports this holistic approach and combines research, consultancy, training and measurement to help our clients develop customer service strategies that meet their customers’ expectations – and are sustainable