Customer Service Career: Skills, Sector Changes & Development

This essay explores the choice of the customer service sector as a career path, highlighting the reasons for selecting this field, including its alignment with problem-solving abilities and the opportunity to develop emotional intelligence. It anticipates significant changes in the customer service landscape over the next five years, such as the rise of omni-channel experiences, self-service options, and the integration of technologies like blockchain and AI-powered bots. The essay emphasizes the need to develop essential skills like communication and marketing to succeed in this evolving environment, underscoring the importance of effective communication for conveying ideas and marketing skills for understanding products and customer needs. It references labor market reports and outlooks to support its analysis of industry trends and skill requirements, preparing individuals for a successful career in customer service.

CV

Main Body
Task 2
State the sector you wish to work in and why you have chosen it. What changes do you expect to
see in this sector in the next 5 years?
 Customer service is the sector for which I am eager to work for my future career growth.
The rations for my selections includes aspects for their interrelationship with my nature
of personality. This is an inclusion of problem solving and helping others. The rational
for selection of the industry is also an inclusion of developing my emotional intelligence
skills, exploring to trending products and services, development of transferable skills etc.
 There are greater expectations which can be made in respect to changes in customer
service centre. By tracking details of these changes, there would be several expectations
of customers as they will expect an omni-channel service experience and self-services at
the most. Moreover, these changes will be an inclusion of replacement of emails through
real-time management, actions of professionals will be guided through bots, block-chain
will change e-commerce customer support.
 Therefore, above changes would be the most diverse changes that would appear in
upcoming 5 years. Such changes would bring revolution in the industry and necessary
pre-arrangements for these changes should be proceeded in a customer service company.
This will enable given sector to optimise their performance and will facilitate better
services to respective clients or customers of a product or service.
What skills and experience will you need to develop now and in the future to equip yourself for
success in your chosen role Communication skill: I would be needing communication skills while pursuing my
career as a customer service executive. This skill will guide my efforts towards
presenting my thoughts and ideas in productive manner. For future this will help me to
given effective shape towards my personality and would engage my career approach
towards success.
 Marketing skill: Through this skill, I will be able to gain good knowledge about several
products and services being entailed in an economy. Furthermore, such skills will
develop capability of mine towards further engagement with customers and providing

them with all the necessary information and knowledge in respect to the query. For this
skill ability of an individual is being exposed to counter with any decision making
process and will help me to guide my communication with customers by providing them
with reliable and correct information.

References
https://lluminate.prospects.ac.uk/latest-articles
(luminate are the research arm of prospects and they produce a great labour market round-up on
a weekly basis - there is a link to an interesting report this week on the impact of Al on skills and
employment).
httgs://www.ons.gov.uk/employmentandlabourmarket/
peopleinworkf.emgloymentandemgloyeetygesf. bulle tinsf.uklabourmarketf.october2021 (The
Office of National Statistics produce a labour market overview report on a monthly basis that
covers the typical macroeconomic indicators i.e. employment, unemployment, job vacancies,
growth in average
pay etc.).
https://www.cigd.co.uk/knowledge/work/trends/labour-market-outlook#
(Quarterly labour market outlook reports from the CIPD - the summer report featured in the
week 2 content).