Customer Service: Is the Customer Always Right? Business Information Management 2

Customer Service: Is the Customer Always Right?

Business Information Management 2

Customer Service

• Have you ever felt that you were treated unfairly by a customer service representative?

Customer Service

• What are your personal experiences?

Popular Employers Hourly Rate

• Verizon Wireless $12.60 - $15.54 • AT&T Inc. $10.80 - $20.99 • Wal-Mart Stores, Inc $8.73 - $10.98 • T-Mobile, Inc. $11.88 - $14.51 • Convergys Corporation $9.07 - $10.74• Gender: 74% Female and 26% are male

Salaries by DegreesTop Degrees Hourly Rate

High School Diploma $9.89 - $14.44

GED $9.27 - $13.22

Associate of Arts (AA) $10.24 - $15.18

Bachelor of Arts (BA/AB) $10.23 - $15.46

Associate of Applied Science (AAS) $9.84 - $13.89

Interviews for Customer Service Employees

• Standard interview questions include, "Tell me about yourself", "Why should we employ you?" and "What are your strengths and weaknesses?".

• Interviewers are impressed by candidates you have prepared good interview answers that demonstrate the relevance of their skills and experience to the position.

Word Wall

• Customer Service• Tech Support• Sales Person• Communication Skills• Empathy• Knowledgeable Call Center• Upsell

Customer Service Jobs Available

• 472 Customer Service jobs matching your search near Waco, TX 76710.

General Purpose

• Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

• deal directly with customers either by telephone, electronically or face to face

• respond promptly to customer inquiries• handle and resolve customer complaints• obtain and evaluate all relevant information to handle inquiries and

complaints• perform customer verifications• process orders, forms, applications and requests• direct requests and unresolved issues to the designated resource• manage customers' accounts• keep records of customer interactions and transactions• record details of inquiries, comments and complaints• record details of actions taken• manage administration• communicate and coordinate with internal departments• follow up on customer interactions

Typical Requirements

• High school diploma, general education degree or equivalent

• Computer /technological knowledge • Data entry • Information processing • Knowledge of relevant software applications • Numeric, oral and written language applications • Administrative/clerical procedures • Customer relationship principles and practices

Customer Service• interpersonal skills• communication skills - verbal and written• listening skills• problem analysis and problem-solving• attention to detail and accuracy• data collection and ordering• customer service orientation• adaptability• initiative• stress tolerance

Customer Service Skills

• Customer service skills is the collective term for those skills needed to successfully complete any customer interaction, whether it be in person, via phone or online.

Basic Customer Service Skills

• Good understanding of the spoken and written language

• An ability to listen to and understand

• Problem-solving skills• Professionalism

What Makes Good Customer Service Skills?

• Attitude• Respect• Approachability• Knowledge• Dedication • Firm• Empathy

Rules for Good Customer Service

• Answer the phone• Don’t make promises unless you plan to keep

them • Listen to your customers• Deal with complaints• Be helpful• Train staff• Take the extra step• Throw in something extra

Call Center Customer Rep• Answer phones and respond to customer requests. • Sell product and place customer orders in computer system. • Provide customers with product and service information. • Upsell products and services. • Transfer customer calls to appropriate staff. • Identify, research, and resolve customer issues using the computer

system. • Follow-up on customer inquires not immediately resolved. • Complete call logs and reports. • Research billing issues. • Research misapplied payments. • Recognize, document and alert the supervisor of trends in customer calls. • Recommend process improvements. • Other duties as assigned.

Upsell

• to try to persuade a customer to buy a more expensive item or to buy a related additional product at a discount

Role Playing – Effective Training

• One person acts as the salesperson, the other acts as the customer. This allows salespeople to practice their sales techniques. A trainer and/or other trainees may watch the role play and critique it afterwards.

Scenario

• The customer purchased a new HD TV from Best Buy for her husband’s birthday. After getting the TV home, it seems that the picture is just not clear enough.

Scenarios

• Calls relating to product returns and exchanges. • Problems with incomplete or wrong orders. • Payment issues such as incorrect credit card

charges and billing errors. • Requests for information about specific products

and product lines. • Angry customers who are generally dissatisfied

with the company and demand remedies for their complaints