What do you do if you're lacking the most sought-after skills in customer support?

1 Identify your strengths and weaknesses

The first step is to assess your current level of skills and identify your strengths and weaknesses. You can do this by asking for feedback from your manager, peers, or customers, or by taking online assessments or quizzes. Be honest and objective about your areas of improvement and your areas of expertise. This will help you prioritize your learning goals and focus on the most relevant and impactful skills.

2 Find the best learning resources

The next step is to find the best learning resources that suit your needs and preferences. There are plenty of online courses, books, podcasts, blogs, and videos that cover various customer support topics and skills. You can also join online communities, forums, or groups where you can interact with other customer support professionals and learn from their experiences and insights. Choose the resources that are credible, engaging, and aligned with your learning objectives.

3 Set a realistic learning plan

The third step is to set a realistic learning plan that fits your schedule and workload. You don't have to spend hours every day studying new skills, but you do have to commit to a regular and consistent practice. Set specific, measurable, achievable, relevant, and time-bound (SMART) goals for your learning outcomes and track your progress and results. For example, you can aim to complete one online course per month, or to practice one new skill per week.

4 Apply your skills in real situations

The fourth step is to apply your skills in real situations and see how they work in practice. You can do this by volunteering for new projects, tasks, or challenges that require the skills you are learning, or by asking for feedback or coaching from your manager or mentor. You can also use simulations, role-plays, or scenarios to test your skills and get feedback. Applying your skills in real situations will help you reinforce your learning and improve your confidence and competence.

5 Seek feedback and improvement

The final step is to seek feedback and improvement on your skills and performance. You can do this by asking for feedback from your customers, manager, peers, or mentors, or by using self-evaluation tools or surveys. You can also review your customer interactions, such as emails, chats, calls, or tickets, and identify what you did well and what you can improve. Feedback will help you identify your strengths and weaknesses, celebrate your achievements, and address your challenges.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?