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- active listening, clarity and conciseness, body
language, confidence, empathy, open-mindedness, feedback, respect
 Describe telephone Etiquette techniques- answering calls promptly and politely, identifying
yourself clearly, using a pleasant tone of voice, allowing others to speak without
interruption, avoiding sensitive topics, ending calls politely, speaking clearly, only using
speakerphone when necessary
 Compare Non-Verbal and verbal communication techniques- non-verbal communication
involves using body language, gestures, facial expressions, and other non-verbal cues to
convey a message and verbal communication is more direct and explicit, while non-verbal
communication is more implicit and subtle
o Tone and Language- language is the choice and arrangement of words and
punctuation while tone is the attitude and emotion conveyed by the words
o Body Language and Facial Expressions- conveying your feelings without saying a word,
smile, frown, slight smile, raised eyebrow, sadness, anger, fear, disgust, etc.
 Describe techniques for receiving and sending messages- active listening, reading,
comprehension, non-verbal cues, clear articulation, effective writing, non-verbal
communication
 Describe the role of a Customer Service Specialist- handling inquiries, complaints, and
providing support to customers.
 Describe techniques to resolve customer complaints- listen actively, empathize, apologize, find
a solution, act quickly, follow-up
 List steps to handle difficult customers- keep your communication professional, remain calm
and collected, speak softly, practice active listening, give them time to talk, understand the
customer's point of view, assess their needs, offer options to solve the problem, be sincere
with your response, don’t switch customer service channel, lean on your support team

Customer Service Activities:

Define the following terms:

 Active Listening- a communication skill that involves paying attention, understanding, and
responding to the speaker
 Empathy- the ability to understand and share the feelings of another
 Company Policy- set of rules or guidelines that the company establishes to ensure that
employees follow the values and goals of the company
 Company Culture- set of shared values, goals, attitudes and practice that characterize an
organization
  Customer Commitment- companies are making their services so influential for customers
that the customers will or will not come back
 Customer satisfaction- it is a measure of how products and services supplied by a company
meet or surpass customer expectation
 Compromise- an agreement or a settlement of a dispute that is reached by each side making
concessions
 Resolution- a firm decision to do or not to do something

Explain Key concepts:

 Describe the customer service experience- company's ability to provide positive experiences
to their customers
 How is empathy towards a customer expressed? - i understand where you are coming from”
 Describe common sense solutions- a local provider of technology solutions
 List steps for customer service follow-through- help them get started with your product or
service, inform them of new features, ask if any way you can help, and send them articles
that might be helpful
 Explain the meaning of goods and services- a good is a tangible or physical product that
someone will buy, tangible meaning something you can touch, and a service is when you pay
for a skill
 Purpose of Child Labor Provisions and Regulations- designed to serve and protect minors and
to encourage them to remain in the K-12 programs
 List Job Seeking skills- communication, problem solving, teamwork, creativity, and
collaboration
 Describe Interview Techniques- keep your answers brief, ask questions, maintain a
conversational flow, smile and nod, and have a positive attitude
 List Qualifications for employment- communication, experience, teamwork, leadership skills,
adaptability, language, etc.

 Job Seeking and Employability Skills:

Define the following terms:

 Resume- begin to do something again after a pause or interruption:

 Resume Objective- short statement that introduces your skills and career goals to potential
employers
 Cover letter- one- pager document that you send with your resume when applying for a job
 Job Description- a formal account of an employee's responsibilities
 Employment- the condition of having paid work
 Work experience- short-term experience of employment, typically arranged for older pupils
by schools
 References- the action of mentioning or alluding to something
 Reference verification- confirming the skills, experience, education and work history of a job
applicant
  Application process- attempts to gain access to a specific data critical resource
 Interview- one-on-one converstaion between interviewer and interviewee
 Follow-up letter- a letter that is written to someone thanking them for their previous
correspondence
 Resignation Letter- clear statement of your intent to resign
 Giving notice- inform or warn someone of something by its communicate notice in writing to
the recipient’s last known postal address, fax number, or email address
 Credibility- the quality of being trusted and believed in
 Reliability- the quality of being trustworthy or of performing consistently well
 Entry level- at the lowest level in an employment hierarchy
 Professional- engaged in a specified activity as one's main paid occupation rather than as a
pastime
 Management- the process of dealing with or controlling things or people
 Organized- arranged in a systematic way, especially on a large scale
 Cooperative- involving mutual assistance in working toward a common goal

Marketing:

Explain Key concepts:

 Define Product- an article or substance that is manufactured or refined for sale

 Product Mix- the total range of products offered by a company.
 Product Extension- branding strategy where a parent brand covers a new product under the
same category it currently serves with new color, sizes, pack size and forms
 Service Extension- educational opportunity provided by colleges and universities to people
who are not enrolled as regular students
 Brand Name Products- products are commercial products that are identified by a specific
name, model, or trademark that distinguishes them from other similar products

 Generic Products- a consumer product without a widely recognized name or logo

 Target Market- a particular group of consumers at which a product or service is aimed