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The Work Environment
The job of the customer service worker is to answer questions, resolve issues, and provide customer
Customer service workers provide a number of functions in almost every industry, sometimes working face-to-face, other times in customer service centers using telephone and computer.
The typical customer service job is full-time, and frequently doesn’t require more than a high school
Most customer service positions will require some in-house training and possible licensure depending on the nature of the
Important skillsets to develop in this course include communication, problem-solving, and specific customer service.

Understanding the customer
Most customers say they simply want polite and helpful service.
A good customer service strategy is to work with your customers as partners in the quick, smooth, satisfactory completion of a transaction.
Some customers may need a little more attention to satisfy their particular needs.
You may never know when you are being observed by a supervisor. The best practice is to always give you top effort to create a satisfied customer.
A CSW must also help identify a customer’s needs, even if the customer is not able to articulate what these needs are.
Customer needs might include explanations on how a product or service works; replacement of a product; and return or cancellation of a product or service.
A good CSW assumes ownership of a customer’s issue until it is resolved.

How People Make Buying Decisions
Environmental factors (such as the economy and technology) and marketing actions are taken to create, communicate about, and deliver products and services (such as sale prices, coupons, Internet sites, and new product features) that may affect consumers’ behavior.

Researchers have even looked at people’s brains by having them lie in scanners and asking them questions about different products.
Studying people’s buying habits isn’t just for big companies. Small businesses and entrepreneurs can study the behavior of their customers with great success.

Difficult Situations and Customers
Some customer service issues are routine such as the return of a defective product.
Other problems may pose special issues that need to be handled with extra care.
Companies may lose 15 percent of their customers every year due to poorly resolved problems.
Unsatisfied customers who complain to friends and online may cost a company even more business.
A sincere apology can help alleviate a customer’s agitation.
The resolution to a customer’s problem should equal or exceed the customer’s loss.

Customer Diversity
CSWs should be comfortable interacting with people from a wide range of cultural and demographic backgrounds.
The CSW might need to adjust forms of verbal and nonverbal communication according to the cultural comfort of a customer.
The use of humor, gestures, and levels of assertive behavior is culturally sensitive.
An effective approach to customer service is to discern how customers want to be treated and then treat them accordingly.
Professional and effective CSWs will set aside preconceived notions of “correct” behavior while respecting the cultural or demographic differences of the customers they serve.