Customer Service Representative 1

8848120 / 1.0 CREDIT

SEMESTER 2 COURSE REVIEW – 2022-2023
Revised January 31, 2023

Responsibilities of Call Center Representatives

 List techniques for effective communication

 Describe telephone Etiquette techniques
 Compare Non-Verbal and verbal communication techniques
o Tone and Language
o Body Language and Facial Expressions
 Describe techniques for receiving and sending messages
 Describe the role of a Customer Service Specialist
 Describe techniques to resolve customer complaints
 List steps to handle difficult customers

Customer Service Activities:

Define the following terms:

 Active Listening
 Empathy
 Company Policy
 Company Culture
 Customer Commitment
 Customer satisfaction
 Compromise
 Resolution

Explain Key concepts:

 Describe the customer service experience

 How is empathy towards a customer expressed?
 Describe common sense solutions
 List steps for customer service follow-through
 Explain the meaning of goods and services
 Purpose of Child Labor Provisions and Regulations
 List Job Seeking skills
 Describe Interview Techniques
 List Qualifications for employment
Job Seeking and Employability Skills:

Define the following terms:

 Resume
 Resume Objective
 Cover letter
 Job Description
 Employment
 Work experience
 References
 Reference verification
 Application process
 Interview
 Follow-up letter
 Resignation Letter
 Giving notice
 Credibility
 Reliability
 Entry level
 Professional
 Management
 Organized
 Cooperative

Marketing:

Explain Key concepts:

 Define Product
 Product Mix
 Product Extension
 Service Extension
 Brand Name Products
 Generic Products
 Target Market