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Online Education (associate Degree In Customer-service)

By Expert Author: John Srob

Certificate of Completion in Customer Service

Certificate programs in customer service are designed to help students provide service and support to customers. Certificate programs prepare students for entry-level positions as sales representatives or receptionists. Students interested in completing a certificate program in customer service typically need a high school diploma or equivalent.

Program Coursework

In a certificate program for customer service, students take courses that help them develop customer relations and management skills.

Conflict resolution
Time management
Behavioral styles
Computer literacy
Document processing

Continuing Education Information

Most employers offer on-the-job training to customer service representatives. These training periods familiarize new employees with the company's computer system and products. However, some industries, such as insurance, require customer service employees to be licensed. Requirements for licensure vary by state, according to the Bureau of Labor Statistics.

Associate of Applied Science in Customer Service

This degree, though not common, prepares students for jobs as customer service representatives. An associate's degree in customer service introduces students to techniques used to deliver quality customer service care. Customer service associate's degree programs may be part of the business department of community colleges. A high school diploma is usually required for program admission.

Program Coursework

Coursework in this type of degree program introduces students to the best practices used in customer service.

Principles of customer care
Consumer objectives
Employee management

Customer service representatives provide a crucial link between goods/services and the people who need them. They interact with both customers and other companies, answering questions thoroughly and addressing complaints tactfully. Because the people they deal with are necessarily varied, customer service professionals should be patient, skilled communicators.

Customer Service: Education and Opportunities

The Bureau of Labor Statistics notes that employers are increasingly seeking candidates who hold college degrees. Online education courses in computers, English, and business provide helpful career training to those who aim for these positions. More specific career training is often supplied on the job, and usually includes phone and computer system tutorials, as well as product and service information.

Customer service representatives are employed in a wide range of jobs, and may work as bank tellers, telemarketers, or as part of a floor sales staff. If you find yourself well suited to serve as the last point of contact between customer, and sale, begin your online education today. A bachelor's degree can make you more marketable to today's employers.

Customer service representatives are employed by many different types of companies to serve as a direct point of contact for customers. They are responsible for ensuring that their company's customers receive an adequate level of service or help with their questions and concerns. These customers may be individual consumers or other companies, and their service needs can vary considerably.

All customer service representatives interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints. They communicate with customers through a variety of means by telephone; by e-mail, fax, regular mail; or in person. Some customer service representatives handle general questions and complaints, whereas others specialize in a particular area.

Many customer inquiries involve routine questions and requests. For example, customer service representatives may be asked to provide a customer with their credit card balance, or to check on the status of an order. However, other questions are more involved, and may require additional research or further explanation on the part of the customer service representative. In handling customers' complaints, they must attempt to resolve the problem according to guidelines established by the company. These procedures may involve asking questions to determine the validity of a complaint; offering possible solutions; or providing customers with refunds, exchanges, or other offers, like discounts or coupons. In some cases, customer service representatives are required to follow up with an individual customer until a question is answered or an issue is resolved.

Some customer service representatives help people decide what types of products or services would best suit their needs. They may even aid customers in completing purchases or transactions. Although the primary function of customer service representatives is not sales, some may spend time encouraging customers to purchase additional products or services. Customer service representatives also may make changes or updates to a customer's profile or account information. They may keep records of transactions and update and maintain databases of information.

Most customer service representatives use computers and telephones extensively in their work. Customer service representatives frequently enter information into a computer as they are speaking to customers. Often, companies have large amounts of data, such as account information, that is pulled up on a computer screen while the representative is talking to a customer so he or she can answer specific questions. Customer service representatives also usually have answers to the most common customer questions, or guidelines for dealing with complaints. In the event that they encounter a question or situation to which they do not know how to respond, workers consult with a supervisor to determine the best course of action. They generally use multiline telephone systems, which may route calls directly to the most appropriate representative. However, at times, they must transfer calls to someone who may be better able to respond to the customer's needs.

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