User:DortheaHay51160
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.youtube.com Check to ensure that appropriate changes were made to resolve customers' problems.youtube.com Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. Solicit sales of new or additional services or products. Order tests that could determine the causes of product malfunctions. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.youtube.com Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims. Review insurance policy terms to determine whether a particular loss is covered by insurance.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. Hot Technology — a technology requirement frequently included in employer job postings. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology. Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Speaking — Talking to others to convey information effectively. Service Orientation — Actively looking for ways to help people. Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Persuasion — Persuading others to change their minds or behavior. Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making. Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do. [https://brilliantcustomerservice.com/time-management-training Time Management] — Managing one's own time and the time of others. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Speech Clarity — The ability to speak clearly so others can understand you.youtube.com Speech Recognition — The ability to identify and understand the speech of another person. Near Vision — The ability to see details at close range (within a few feet of the observer). Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Written Expression — The ability to communicate information and ideas in writing so others will understand.
Written Comprehension — The ability to read and understand information and ideas presented in writing. Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources. Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail. Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time. Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems. Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job. Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data. Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work. Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used. Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events. Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests. Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form. Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts. Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people. Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions. Discuss goods or services information with customers or patrons. Respond to customer problems or complaints. Maintain financial or account records. Refer customers to appropriate personnel. Calculate costs of goods or services. Collect deposits, payments or fees. Execute sales or other financial transactions.
Prepare documentation for contracts, transactions, or regulatory compliance. Provide notifications to customers or patrons.youtube.com Promote products, services, or programs. Review customer insurance information. Inspect items for damage or defects. Recommend packing or shipping methods. Interest code: ESC Want to discover your interests? NET Interest Profiler at My Next Move. Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions.youtube.com Sometimes they require risk taking and often deal with business. Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow. Attention to Detail — Job requires being careful about detail and thorough in completing work tasks. Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. Integrity — Job requires being honest and ethical. Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations. Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations. Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace. Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems. Persistence — Job requires persistence in the face of obstacles. Initiative — Job requires a willingness to take on responsibilities and challenges. Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction. Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems. Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment.
Corresponding needs are Co-workers, Moral Values and Social Service. Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical. Independence — Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy. Source: Bureau of Labor Statistics 2018 wage data and 2016-2026 employment projections .youtube.com Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.
This is the first step towards developing and improving performance and enjoyment in the customer service role - to regard customer service as a real expertise in its own right, rather than a stop-gap job, or a stepping-stone into sales. Self-sufficiency and inner-resolve are therefore useful attributes to foster in the customer service role, that is to say: if your employer isn't valuing you or helping you, then you must do it for yourself. Also interestingly, if performed well, the customer service role is far more sophisticated than a basic selling role, which is ironic considering how both roles are positioned in many organizations.