“Customer Services will remain at the very core of every industry” – Gugulethu Zulu

Doing this Q&A with Gugulethu Zulu made me realise that I might have missed my calling. The way she details the profession in Customer Services…it really sounds like something I would have loved to do. But that is why we are doing this Q&A. This field is not widely exposed and today we get to hear from an experienced person. Here we go:

Sibusiso Nkosi: When we hear about career choices, we rarely hear Customer Service. Can you breakdown what a career in customer service is?

Gugulethu Zulu: A career in Customer Services, as with any field is varied. Customer Service is at the very core of any product or service a company offers and will determine the depth in which a customer’s journey flows. A customer’s first contact point with a company initiates the service they receive; whether it’s a telephone call to reception, a follow-up enquiry on an advert from a freeway billboard, a comment on social media or a walk-in customer. Therefore, a career in Customer Services can begin at any of these points; telephone customer service representatives, social media coordinators, sales representatives; even receptionists form part of the Customer Services field. These may be seen as the entry points into a career in Customer Services; all the way to supervisory roles within Quality Assessors, or senior management roles such as Call Centre Managers or directly Customer Services Managers.

Sibusiso Nkosi: How did you end up in the Customer Service field?

Gugulethu Zulu: I began my career as a sales representative in one of the largest clothing retailers in the country, then later moved to another retailer where I was promoted to a store manager. From store manager, I then became an area manager, overseeing over 10 stores in product sales and customer service offerings. I then moved adjacently to my present role as a Customer Services Manager within the company group.

Sibusiso Nkosi: How do you see the Customer Service field growing in the next coming years?

Gugulethu Zulu: Customer Services will remain at the very core of every industry. Multiple product offerings from companies are identical and may be replicated. The advantage now lies in the service offering. The one who can do it at the cheapest cost only has a minor advantage. The one who can do it at an affordable rate with premium support accompanying the product has the added advantage.

Sibusiso Nkosi: What do you think can be done to expose the Customer Service field more?

Gugulethu Zulu: Unfortunately, Customer Service cannot be separate from whichever main product or service a company offers. Therefore, exposing the field of customer service relies more on career fares than what each individual industry can offer. There are already multiple Customer Services expos and fares that exist to elevate what companies may use to enhance their Customer Service offerings. Greater attendance and expansion of these expos will be of great service to the field.

Sibusiso Nkosi: What tips do you have for people who may be interested in entering the Customer Service field?

Gugulethu Zulu: Communication is a primary skill required in all Customer Services careers. Improving and mastering this skill will set any candidate apart within the Customer Services field.