Overview
Customers are people who buy goods or services from a company or organization. We are all customers sometimes. For example, you are the customer when you buy products or services by phone, online, or in person.
As a customer, you have certain expectations when you buy a good or service:
- You expect to find what you are looking for.
- You expect to pay a certain price or within a certain price range.
- You expect to be treated in a friendly and respectful manner by the people who work there.
- You expect to get what you need within a certain amount of time.
- You expect the goods or services that you buy to perform as advertised.
If one or more of these expectations is not met, how would you feel? Most customers feel frustrated when their expectations are not met. Companies care about whether their customers are happy or not. In other words, companies care about "customer satisfaction." If customers are not happy with a particular good or service, then the customers might not buy that good or service. This will cause companies to make less money!
Some jobs require that you directly interact with the general public (customers) on a daily basis. This means you will be talking to and assisting different people all day. If you are working with and helping customers during your work day, it means that you are in a customer service job. It also means that you are "In the scene."
 Accountant (if you work directly with customers)- Bank Teller
- Bus Driver
Cashier
- Computer Repair and Maintenance Worker (if you directly assist customers)
- Computer Support Specialist
Electrician – if you go to customers’ homes
- Fast Food Worker
- Grocery Bagger
- Heating, ventilation, and air conditioning technician (if you go to customers’ homes)
- Home Health Aide Worker (even though you are not selling something, you are helping people)
- Librarian
- Plumber – if you go to customers’ homes
- Restaurant host / hostess
- Retail Salesperson
- Teacher (even though you are not selling something, you are instructing / helping people)
- Tour Guide
- Veterinary Technician
- Waiter /Waitress
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Customer service jobs can be enjoyable for several reasons:
- You get to meet and interact with new people.
- You get to help people in some way –you might help them find what they are looking for, give them information about the product or service, or instruct them on how to use a product or service.
- Each day might be different because you are meeting new people all of the time.
Customer service can also be challenging for several reasons:
- You have to communicate clearly and effectively with customers.
- You have to understand what customers need or want.
- You might have to appropriately respond to frustrated or even rude customers sometimes.
- You might have to change your work routine to assist a customer with what they need.
- You need to appear pleasant and happy, even when you are in a bad mood.
What would you do?
Before you leave this section, take this brief quiz on customer service. How would you respond in each of these situations? After you have taken the quiz, check your answers on the Customer Service Quiz Answer Key.
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- Think like the customer.
- Listen to and look for signs that show how a customer is feeling.
- Apologize to customers when you make a mistake.
- Apologize to upset customers, even when it is not your fault.
- Remember the saying, "The customer is always right."
- Ask for help when you need it.
- "Put on a happy face."
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