Joan answers reader questions: Customer service resume & Go back to your old job?
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Dear Joan:
I am searching for a customer service position at this time and have read many articles on how to write a winning resume and cover letter. I have found it somewhat difficult to point out specific accomplishments in former positions. When working in customer service you are constantly speaking with clients and solving issues, as well as giving information and perhaps web site assistance etc. There are no statistics or data to really show my work ethic or how I communicate with others.
I do have good references but first I need my resume to do the talking for me.
I would appreciate any thoughts on how to move forward.
Answer:
Just because there may not be hard numbers to point to, doesn’t mean you can’t find results to highlight on your resume.
Here’s how:
1. Identify the top five responsibilities you have in your customer service job. For example, getting answers quickly and accurately, handling heavy call volumes, handling angry or frustrated customers, etc.
2. Next, ask yourself, “If I had to prove that I did these five things well, how could I do it?” Chances are, you would start thinking about situations you were in—how you calmed down an angry customer, for example. Maybe your manager even said she gave you challenging situations because you were so good at diffusing them. I recommend that you list as many of these stories as you can. Talking them out with someone who is a good listener, will help you remember details you may have forgotten. He or she will hopefully listen with an ear for the “proof” you need to show you did your responsibilities well.
3. Apply the acronym “CAR” to each of your stories. C=Challenge A=Approach R=Results. Retell the story in this format. (Challenge) “Many of our calls come from customers who are frustrated because when their machine isn’t working, they are losing money. (Approach) After empathizing, listening and asking key questions, I am able to calm them down, get the facts and (Results) find the solution 95 percent of the time in one phone call.”
You can also use quotes, such as, “My manager complimented my attention to detail and accuracy in a department-wide meeting.” “In surveys of our customers’ satisfaction, I consistently scored in the top five percent for seven years.” “My peers complete a peer review, which is part of the annual performance assessment. My peers rank my teamwork and communication skills a 5, on a 5-point scale.”
Dear Joan:
My friend just left my company a week ago. He started a new job which he has been at for two days. Now he says he wants to return to my company. I am his friend, not his boss. Is it a good idea for him to ask for his old job back? Thanks!
Answer:
If he has made a mistake he certainly can place a call to his former manager and ask the question. If he was a good performer and left on good terms, his manager may be happy to have him back. It will save time and energy finding his replacement. An added bonus is that usually people who come back under these circumstances are good for morale. They often talk about how glad they are to be back and point out to would-be job hoppers, that the grass isn’t always greener.
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Joan Lloyd is a Milwaukee based executive coach and organizational & leadership development strategist. She is known for her ability to help leaders and their teams achieve measurable, lasting improvements. Joan Lloyd & Associates, specializes in leadership development, organizational change and teambuilding, providing: executive coaching, CEO coaching & team coaching, 360-degree feedback processes, customized training (leadership skills, presentation skills, internal consulting skills & facilitation skills), team conflict resolution and retreat facilitation.
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