Whether they're employed by corporations or work for training firms, customer service trainers teach customer service representatives how to perform their jobs. Much of today's training centers around learning how to answer phones and referencing computers to answer questions and resolve technical problems. Customer service trainers usually gauge the progress of representatives through role playing. Their salaries can vary, according to geographical area, experience and industry.
A customer service trainer usually meets with the department manager to better understand the necessary training goals and performance standards. She then develops teaching aids, including manuals, written exercises and presentation slides, to teach customer service representatives the essential functions of their jobs. Once representatives learn basic skills, trainers show them how to properly answer phones, resolve customers' issues and operate the computers. Trainers track trainees' performance by logging results and reporting their evaluations to management.
Education, Experience and Skills
A customer service trainer needs the minimum of a high school diploma or equivalent General Educational Development certificate. Some employers may prefer hiring trainers with associate degrees in any major. An extensive background in customer service is also advantageous – five or more years of experience, for example. Trainers must also have outgoing personalities and skills in speaking, organization, listening, leadership, communication and decision making.
Most customer service trainers work in offices during corporate business hours – from 8 a.m. to 5 p.m. on weekdays. These trainers spend many hours on their feet, teaching groups of customer service representatives proper phone techniques and etiquette. The work can become repetitive, as they teach the same lesson plans in successive weeks. Some customer service trainers may travel to regional offices in other cities, which necessitates spending time away from family.
Customer service trainers earned average salaries of $41,000 in 2014, according to Indeed. Among the four U.S. regions, salaries varied the most in the West, where they made the least in Hawaii and the most in California – $25,000 and $44,000, respectively. Employers paid customer service trainers the highest salaries of $51,000 in Washington, D.C., while those in New York state averaged $49,000 annually.
The U.S. Bureau of Labor Statistics expects an 11 percent increase among training and development managers from 2012 to 2022, which is on par with the national average. Corporations will need training and development managers to modify training programs, using technological advancements, and prepare new generations of workers for jobs. Employment for customer service representatives will increase 13 percent (as fast as the average) during the same decade, according to the BLS, spurred by an increase in the number of firms that specialize in customer service. This may provide job opportunities for customer service trainers.
- Indeed: Customer Service Trainer Salary
- Indeed: Customer Service Trainer Salary in Maine, and New York
- Indeed: Customer Service Trainer Salary in Hawaii, and California
- Indeed: Customer Service Trainer Salary in Louisiana, and Washington, DC
- Indeed: Customer Service Trainer Salary in Nebraska, and Illinois
- U.S. Bureau of Labor Statistics: Training and Development Managers: Work Environment
- U.S. Bureau of Labor Statistics: Training and Development Managers: Job Outlook
- U.S. Bureau of Labor Statistics: Customer Service Representatives: Job Outlook
- U.S. Bureau of Labor Statistics: Training and Development Managers: Summary
- Photo Credit Jose Luis Pelaez Inc./Blend Images/Getty Images
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