When you are a customer service trainer, you are responsible for training the next crop of customer service representatives who will work to make the company successful through excellent customer service with its customers.
The customer service trainer, as a result, plays a hugely important role in that he needs to make sure that the individuals who come into the company as customer service representatives are able to fill the holes left by the customer service representatives who left their positions for work outside of, or within the company.
If those customer service representatives were very good at their job, then it is important that those coming in do not cause a dip in quality among the customer service department of the company.
As a result, it is hugely important that customer service trainers are able to train customer service representatives effectively, through everything the company has put at their disposal.
If they lack the ability to train, then the customer, company and the entire customer service department will suffer as a whole.
Customer service trainers must actually go through training themselves, to ensure that they are able to educate those who come into the company on the company’s processes, its rules and how to deal with customers in an effective and timely manner that will keep the company at the forefront of quality customer service, or in the event the company is not well-known for customer service, help the company grow to a world-class customer service organization.
Generally, a customer service trainer will have spent several years working as a customer service representative in order to obtain the level of expertise that is required to be a competent trainer who can help the incoming customer service representatives become qualified members of the customer service department.
It is not always an easy job, but customer service trainers are paid well to ensure that they stay on, as they are usually examples of excellent customer service representatives who are so good in their field or job, that they are asked to train others.
On average in the United States, a customer service trainer makes about $42,000 per year. This is over double what the typical customer service representative makes, and nearly $20,000 more than what someone who has worked as a customer service representative for 25 or more years makes.
Finding the right person to be a customer service trainer is not as easy as it sounds. Just because someone is excellent in their job of troubleshooting problems, they may not be able to equate that into success for teaching new customer service representatives. In fact, they may do worse in that job than their former job and be less happy.
Finding the right balance of customer service talent and teaching expertise is a struggle for many companies, but if things are done right and the stars align, a company can benefit from not only having a star customer service representative, but also a star teacher who can create a vast number of customer service representatives who are modeled after him or her.
