Hier erfahren Sie, wie Sie die Unterschiede zwischen Kundenservice- und Customer Experience-Rollen navigieren können.

It is essential to comprehend the differences between customer service and customer experience roles in order to effectively navigate career paths. Customer service roles emphasize quick issue resolution, requiring strong communication skills and problem-solving abilities. Conversely, customer experience roles are more strategic, concentrating on improving the overall customer journey. This could include analyzing feedback, mapping customer touchpoints, and collaborating with various departments to ensure seamless customer interactions.

In my knowledge, 'Customer Service' primarily deals with providing support to customers who have inquiries, problems, or complaints. It's often reactive, addressing specific issues as they arise. They aim for CSAT. However, the focus in 'Customer Experience' is on understanding customer expectations, designing seamless experiences, and fostering long-term loyalty. They aim for NPS.

Advance your career by understanding the difference between customer service and customer experience. Customer service roles focus on resolving immediate issues, requiring strong communication and problem-solving skills. Customer experience roles, on the other hand, involve designing and enhancing the entire customer journey, leveraging feedback analysis, touchpoint mapping, and cross-departmental collaboration to deliver a seamless and memorable experience. By recognizing these distinct paths, you can align your strengths and interests with the right role and drive long-term success.

Primeiramente não precisa haver nenhum tipo de disputa; são dois papéis complementares e fundamentais para qualquer negócio. Se por um lado Atendimento é facilmente entendido como os canais e processos pelos quais os clientes entram em contato com a empresa para tirar uma dúvida, resolver problemas ou simplesmente solicitar informações, por outro lado CX nem tanto. CX é uma disciplina e seu papel pode e deve estar difundido em diversas funções organizacionais. No geral, os papéis de CX estão relacionados ao entendimento das necessidades dos clientes, mapeamento das jornadas, definição de indicadores e métodos de pesquisa de satisfação, análise e direcionamento de ações, além de difundir a voz do cliente na empresa.

While customer service focuses on individual interactions, customer experience is the cumulative effect of all touchpoints a customer has with a business.

To succeed in customer-facing roles, it's essential to match your skills to the position. For customer service, focus on developing empathy, remaining calm under pressure, and honing technical expertise in CRM systems. In contrast, customer experience roles require analytical skills to interpret data, creative problem-solving to improve service delivery, and strategic project management to implement changes across various touchpoints. By aligning your skills with the role, you'll deliver exceptional customer experiences and drive business success.

To be successful in your desired role, it's crucial that your skills align with the job requirements. In customer service, important skills to have are patience, empathy, and the capability to handle high-pressure situations. Proficiency in using customer relationship management (CRM) systems could also be a must. For customer experience positions, you should possess strong analytical skills for interpreting customer data, creativity to improve service quality, and project management expertise to implement changes across various touchpoints.

It's also imperative to actively focus on the specific responsibilities and goals of each position, in that Customer service typically oversees transactional support and issue resolution, while Customer experience encompasses a much broader scope of proactive, personalized, and holistic interactions which ultimately impacts on the long-term loyalty and satisfaction of Customers.

It is crucial to strategically plan your career path in order to advance personally. Beginning in customer service establishes a strong foundation, refining problem-solving skills and direct interaction with customers, both essential for transitioning into customer experience positions that emphasize strategic and customized service provision. As you progress, seek out opportunities that enable you to participate in projects that shape the entire customer experience process, guaranteeing continuous development and impact.

Este é o ponto em que os dois temas mais se distinguem. No Atendimento a senioridade necesseria para iniciar carreira é menor e as opções de crescimento são limitadas, muitas vezes sendo a área de CX o destino dos colaboradores que mais se destacam no atendimento. Já CX segue uma estrutura corporativa mais tradicional tendo salários base melhores, variedade de cargos e ate C-Level para gerenciar o tema.

Pelas suas similaridades e diferenças, adotar um rotation temporário de funções entre Atendimento e CX é muito benéfico. Os analistas de CX podem ter uma melhor percepção da "ponta" e da intensidade da voz do paciente, e os operadores de atendimento podem entender as ramificações dos problemas captados e do esforço necessário para resolve-los internamente