Clifford Thornton-Ramos

I think today, with such an emphasis on project and contract work, it's very important to find ways to showcase this related experience during an interview. Possessing the skills to successfully complete specialized projects is really what most employers are looking for today. I think the best way to do this is briefly and concisely lay-out the parameters of the project, what its objectives were, timelines, required resources, and how you executed on it and what your value-add was and of course the outcome. It would be ideal if you can relate the example to the position and industry you are interviewing for or in. Apples to apples is best, but if not be creative in drawaing parallels. You may want to consider using the STAR system.

I believe the main purpose of internships are to turn theories into practical action. I think it is a crucial, unseparable part of the learning process. So a communication internship would allow one to take what they've learned in the classroom and apply it to a real-world setting. The key way they learn is observing their mentors and experts and positively receive feedback and actually use and implement their feedback to make them better, professionally speaking. Along the way they are likely to pick-up other skills, such as time management, learning new tech and apps, organizational and operational policies and standards, specific techniques and various "tricks of the trade". All of this is invaluable and can help them immensely.

I like this thread. I am a champion of effective communication. If you can't communicate effectively with your customer, you are failing because if you can't understand them and their needs, then you can't meet or exceed these needs. Customers and pretty much all people have different communication styles. So if you interface with these customers, you need to do your best to match the style. Obviously how you're going to talk to a 16-year old girl is going to be different from an 89 year-old male military veteran. Generations have different communication styles too. There are also regional consideration [i.e. Raleigh, NC vs. New York, NY]. The key thing is to match their pace. Use words that you think they will understand their meaning.

It depends what industry this customer service is for. For example, when I interviewed with Medtronic Diabetes for a sales support role, I asked them what they are looking for and the interviewer said, "Someone who cares about people." I thought that was a great answer. If it's a technical product or service that they will be supporting than they need to be well-trained and ideally have the necessary experience and competcence. Customer service can run from hobbies to technical support for jet engine mechanics. But I think a good, get-it-done, positive attitude is key. Patience is also important. You may want to read my article about this: https://www.linkedin.com/pulse/back-basics-customer-service-why-has-taken-nose-dive-thornton-ramos/

Having a product management background, I would say that the motivation starts with the agent getting fully behind the product or service features, functionality and value derived or problem solved. I believe that is the key -- that your agents are fully aware and understand 150% how their company's product / service lines up against those of competitors in the same industry segment and product category or hierarchy. They should know that like the back of their hand and speak to that. And they should be prepared to answer all questions thrown out at them; the PM should provide a Q&A guide. I believe that is 50% of the battle. The other 50% usually having to to with price level and value and perhaps getting a customer to try a new brand.

The key components for providing superior customer service remain constant across media, whether we are talking about a website or a call center. Please read my article about this topic: BACK TO THE BASICS WITH CUSTOMER SERVICE: Why customer service has taken a nose-dive in recent years and what can be done about it, https://www.linkedin.com/pulse/back-basics-customer-service-why-has-taken-nose-dive-thornton-ramos/