all about customer service unt in partnership with tea, copyright © all rights reserved
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All About Customer Service
UNT in partnership with TEA, Copyright © All rights reserved.
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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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