Customer Services Representative

Course Code: CSR

In the course the student will learn how to interact with customers to provide information in response to inquiries about products and services, and learn how to resolve customer’s complaints.

Nature of Work: Customer Service Representative interacts with customers to provide information in response to inquires about products and services. They also handle and resolve customer’s complaints. Some customer services representatives assist individuals interested in opening accounts for various utilities such as electricity and gas, or for communication services such as cable television and telephone. In many cases, they gather information by phone or in person. They receive orders for services to be installed, turned on, turned off, or changed. They may look into and resolve complaints about billings and service provided by phone, cable television, and utility companies.

Customer Services Representative also may explain how to use equipment and solve equipment problems. Others explain to users how to navigate an internet site. Many Customer Services Representatives use multiple telephones, fax machines, and personal computers. Because banks are highly automated, their customer service call centers route each call to the first available representative as quickly as possible. Insurance agencies, on the other hand, often use time-consuming searches for files and related paperwork in providing customer service.

Self-service Web sites and e-mail are providing more efficient and targeted customer service. Many companies are starting to transform conventional call centers, and e-mail has become a principal method through which to serve customers. The challenge of providing customer service via e-mail is having enough representatives to deal with the large volume of e-mail.