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Based on my personal experience, I agree that most of the time we (CSRs) are being underestimated. In spite of that, I just learned to accept that it's part of the job.
Totally agree on that, but this is because of the business leaders themselves who underestimate the power of the customer service and critical success factor of the corporate baseline main asset represented in the customer service representative.
I think that it is each CSR on merit. As an individual - and their performance.
Some exceed expectations - ares do not. So a CSR may be underestimated - but at the same time some are in a role beyond there abilities.
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