1. 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.

1. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

1. Check to ensure that appropriate changes were made to resolve customers' problems.
2. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
3. 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.

1. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

1. Determine charges for services requested, collect deposits or payments, or arrange for billing.

1. Determine charges for services requested, collect deposits or payments, or arrange for billing.

1. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

1. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

1. Refer unresolved customer grievances to designated departments for further investigation.

1. Review insurance policy terms to determine whether a particular loss is covered by insurance.

1. Solicit sales of new or additional services or products.

1. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

1. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

1. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Apprenticeship expectations, professionalism, employer policies, role of customer service in business operations.

Tone, empathy, phone etiquette, email etiquette, chat etiquette, questioning techniques, active listening.

Identifying customer needs, root-cause thinking, first-call resolution, service options, role play.

Handling upset customers, conflict triggers, professional boundaries, recovery statements, difficult conversations.

CRM navigation, case notes, ticket status, follow-up documentation, records retention, data quality.

Company offerings, policy interpretation, scripts, knowledge base use, internal resources.

Confidential information, privacy expectations, ethical service, fraud awareness, workplace conduct.

Cross-functional support, customer education, retention language, referrals, appropriate upsell support.

KPIs, QA scorecards, customer satisfaction, response times, productivity, coaching feedback.

Prioritization, task management, collaboration, attendance, professional development, workplace communication.

Full customer interaction cycle from intake through documentation, resolution, follow-up, and quality review.