All About Customer Service

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What is a Customer Service Representative?

• He/she is the primary contact and support person for the customers of a company.

• He/she is the customer advocate within the company.

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How Do They Do This?

• Duties include:– answering customer telephone calls– solving problems for customers – taking orders– handling complaints on products or service– handling billing issues– put the customer in contact with other

departments that can help.

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In a Small Company….

• Everyone may work as a customer service representative. – Engineers talk directly to customer to work

through problems with the product. – Order Entry Clerks talk directly to the

customer in order to take orders. – Receptionist may do everything.

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In a Medium Company…

• Call volume may be too large

• Will have a dedicated Customer Service Representative – may have some secretarial duties

also – filing, typing, etc.

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In a Large Company….

• Has a customer service department– May have different areas of expertise

• only work with large customers• only work with international customers• only work with retail customers• only work with distributors

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Tools They Use:

• Multi-line telephone systems

• Auto dialers

• Caller ID

• Phone headsets

• Computers and software

• Wireless telephone system

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Where do They Work?

• Call Centers• Help Desks• If online, then anywhere….

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What Hours Do They Work?

• Business Hours– maybe some weekend hours– may extend hours to compensate for different

time zones

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Education Needed:

• High school diploma

• Depending on Industry, college degree may be required.

• Vocational training or Job-related training

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Knowledge Needed:

• Customer and personal service

• English language

• Clerical

• Mathematics

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Skills Needed:

• Active listening• Reading and oral comprehension• Speaking• Time management• Service orientation• Writing• Critical thinking

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Job Prospects• Huge job growth – growing much faster

than many other jobs

• Average pay:– $13.96 an hour– $29,000 a year

• Depending on skills, can make $47,000/year

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