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Kaplan ab221 – Customer Service Representative (CSR) interaction

It is very helpful to watch a real Customer Service Representative (CSR) interaction with a customer. As an observer you can take a more detached perspective and observe and assess the interaction from both the CSR perspective as well as the customer’s perspective.Observing Customer Service Skills in ActionUsing your CSR Tool Belt, and the information regarding non-verbal behavior from your chapter reading, choose a favorite retailer in your town and go to their customer service department to observe an interaction and follow the checklist of instructions.You can download the Stellar CSR skills list to take with you.Here are also some general skills needed by CSRs:Communication skillsAnger management skillsNetworking skillsNegotiation skillsRelationship skillsAbility to multi-taskListening skillsProblem-solving skillsComputer skillsAccording to the U.S. Bureau of Labor Statistics Occupational Outlook Handbook, CSRs pay can vary between around $9.00 per hour to more than $24.00 per hour depending on the complexity and/or regulations involved with the industry/job. This job ranks 8th out of 20 occupations with the highest number of new jobs projected between 2012 and 2022 with a 13% growth rate (2014). ReferenceU.S. Bureau of Labor Statistics. (2014).Occupational outlook handbook. Retrieved from http://www.bls.gov/ooh/ home.htmRead through this checklist and complete the Learning Activities prior to starting your observation so you know what to look for.Checklist:Go to your favorite retailer’s customer service department to observe a customer service interaction.State what the goal of the observed interaction between the CSR and customer are in your opinion and why. (You may do this after you observe and take notes so as not to miss anything.)Observe how the customer’s problems or needs are addressed by the Customer Service Representative (CSR).Note the verbal and non-verbal behavior of the CSR and the verbal and non-verbal response by the customer.Decide whether the goal of the interaction has been achieved and why. Was it a successful interaction in your opinion and why? How could the interaction and outcome have been improved (use your Customer Service Representative (CSR) Tool Belt and Stellar CSR skills from the Learning Activity)?

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