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Ch 1: The Role & Duties of Customer Service

About This Chapter

In this chapter, your employees can closely examine the roles and duties of customer service representatives. Have them explore fun and engaging lessons then take self-assessment quizzes to reinforce what they've learned.

The Role & Duties of Customer Service - Chapter Summary

Customer service departments rely on all members understanding and performing their roles and duties correctly. The lessons in this chapter can help your employees better comprehend:

  • Roles and tasks of a customer service department
  • The benefits of proactive customer service
  • Tips for setting and exceeding customer expectations

You can use the lessons to create or add to an existing corporate training session. Have employees explore the lessons in any order you choose, or just have them view key topics within the lessons.

How It Helps

  • Clarifies roles: This chapter's lessons can help your employees clarify the roles they play in the department as they work to contribute to the success of your company.
  • Offers methods: Employees can access specific methods they can use to address customer service issues proactively and ensure satisfaction.
  • Helps set realistic goals: The lessons can help employees learn how to set realistic goals that can ensure customers' expectations are not only met, but exceeded.

Skills Covered

Upon completion of this chapter, employees will be prepared to:

  • Explain how a customer service department contributes to a company's success
  • Discuss the roles and tasks of a customer service department
  • Share the meaning and benefits of proactive customer service
  • Provide the four key ways to set and exceed customer expectations

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Other Chapters

Other chapters within the Setting Customer Service Goals & Objectives course

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