Customer care representatives who have experience conducting surveys will stand out from other applicants.
Surveys are a nuanced skill to master
The Bureau of Labor Statistics projects a 10 percent growth in customer service jobs between 2014 and 2024. As many industries in the U.S. and around the world continue to expand, they’ll need more customer care representatives to ensure all of their customers’ concerns are addressed — particularly when complaints and grievances are aired more publicly than ever.
Customer care representatives (CCRs) serve as the primary point of contact for a business’s customers. They field customer questions firsthand from the front lines and hear customer opinions on products and services all day. Since customers are easier to reach than ever, customer surveys provide CCRs and their companies with unprecedented data about customer satisfaction. However, surveying can be an overly complex process — not every customer wants to take surveys, and those who do often don’t provide enough (or accurate) information, and it can be difficult to extrapolate the unique experiences of customers from numbers.