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

2. Customer Service
Have you ever felt that you were treated unfairly by a customer service representative?

3. Customer Service
What are your personal experiences?

4. Popular Employers Hourly Rate
Verizon Wireless $ $15.54
AT&T Inc. $ $20.99
Wal-Mart Stores, Inc $ $10.98
T-Mobile, Inc. $ $14.51
Convergys Corporation $ $10.74
Gender: 74% Female and 26% are male

5. Salaries by Degrees Top Degrees Hourly Rate High School Diploma
$ $14.44
GED
$ $13.22
Associate of Arts (AA)
$ $15.18
Bachelor of Arts (BA/AB)
$ $15.46
Associate of Applied Science (AAS)
$ $13.89

6. 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.

7. Word Wall Customer Service Tech Support Sales Person
Communication Skills
Empathy
Knowledgeable Call Center
Upsell

8. Customer Service Jobs Available
472 Customer Service jobs matching your search near Waco, TX

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

10. 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

11. 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

12. 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

13. 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.

14. Basic Customer Service Skills
Good understanding of the spoken and written language
An ability to listen to and understand
Problem-solving skills
Professionalism

15. What Makes Good Customer Service Skills?
Attitude
Respect
Approachability
Knowledge
Dedication
Firm
Empathy

16. 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

17. 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.

18. Upsell
to try to persuade a customer to buy a more expensive item or to buy a related additional product at a discount

19. 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.

20. 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.

21. 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