What does a customer service staff do at Publix?

These Specialists deliver premier customer service to our customers through phone calls, emails, and letters. They also achieve timely and accurate resolution of customer inquiries and concerns, and respond to praise as well.

What are the major duties and responsibilities of customer service officer?

Customer service duties and responsibilities generally include answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes.

How do you resolve conflicts with customers?

12 Conflict Resolution Tips for Excellent Customer Service

  1. Use empathy statements to show you understand the customer’s feelings or frustrations. Use the correct tone.
  2. Don’t smile, laugh or mock upset customers. Convey empathy with a soft tone.
  3. Do not offer your opinion, agree or disagree with customers.
  4. Never respond to angry comments.

What is the role of a customer service representative?

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

What are the roles and responsibilities of customer service associate?

Greet, address and thank customers in friendly and professional manner. Understand customer requirements so as to provide appropriate clarifications and solutions. Route and direct customer requests to appropriate personnel. Contribute ideas to resolve customer problems to improve productivity.

How do you handle angry customers interview?

Tips for Giving the Best Answer

  1. Listen to the Customer. You can typically tell if someone is angry within the first few seconds of the interaction.
  2. Stay Calm and Present.
  3. Repeat Back What You’ve Heard.
  4. Avoid Putting the Caller on Hold.
  5. Take Action.

How do you calm an angry customer?

Here are tips for coping with a tense situation and hopefully resolving it to everyone’s satisfaction:

  1. Remain calm.
  2. Don’t take it personally.
  3. Use your best listening skills.
  4. Actively sympathize.
  5. Apologize gracefully.
  6. Find a solution.
  7. Take a few minutes on your own.

What skills do customer service representatives need?

Here are the top customer service skills your representatives need, according to data.

  1. Persuasive Speaking Skills. Think of the most persuasive speaker in your organization.
  2. Empathy.
  3. Adaptability.
  4. Ability to Use Positive Language.
  5. Clear Communication Skills.
  6. Self-Control.
  7. Taking Responsibility.
  8. Patience.