If you work in the cellular industry, you've most likely been trained in the history of cell phone technology and know that the advancements in cell phone capability have increased tremendously over the years. Now, you work with customers either in a call center or face-to-face in a retail store, selling cell phones, setting up and closing accounts and more.
While you're listening to the customer, consider the root of problem. Mr. Smith's cell phone might sound like it's underwater when he's speaking to others. By asking open-ended, probing questions, you can discover whether there might be something wrong with the handset itself, or if Mr. Smith was simply experiencing a weaker signal. Listening will always be key no matter how long you've worked in the cell phone industry.
You're not limited to just working in a call center or retail store. Specifically in this industry, you have management, call center supervisors, information technology professionals, industrial psychologists, marketing, advertising, quality assurance, global relations, human resources, and more. Cell phone companies have spent millions of dollars on massive networks to allow users to access voice, data, and Internet connections. The key to career advancement is to take advantage of your company's open-door policies. Although you have the ability to go straight to anyone in the company per the policy, the most professional way to proceed is to begin with your immediate supervisor.
Keep in mind, your immediate supervisor is human, may not be perfect, and may not even have the authority to give you the information you seek. This is when you start knocking (politely) on other doors in the company. Remain professional and this will pay you dividends in either opening the career path you seek or at least gaining valuable education about recruiting, human resources, and the business world at large.
Take advantage, whenever possible, of various types of ongoing training and education about changes in the cellular field or personal development courses offered by your employer. Education makes the difference between being able to assist a customer or defuse a potentially hostile situation, whether it be because you knew the correct technical answer or because you gained more people skills and could relate to the customer. It also increases your professionalism and the ability to relate to people of varied backgrounds, experiences, and accomplishments and gain mutual respect.
Wireless companies may merge, be sold, formed; etc., along the way, but the industry carries several implications as it changes how we as individuals and business service our customers, get information, and live our lives. Employees have a varied and unique background when it comes to customer service, technical skills, and education and all of them can be put to use while working with customers in person or over the phone. This only makes the company and the industry stronger.
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