Customer Service & Support For Customer Service Executives Part 1

Summary

This customer service course introduces the fundamental aspects of customer service, emphasizing its importance for building customer loyalty, reducing returns, and enhancing brand value. It covers the roles and responsibilities of customer service executives, including providing support, imparting knowledge, resolving issues, and gathering feedback. The course also offers practical knowledge through live calls, interviews, and webinars with industry experts, aiming to equip participants with the skills to excel in customer service and improve customer experiences.

Takeaways

• 😀 Customer service is crucial for all company roles, including entrepreneurs, account managers, salespeople, and customer service executives.
• 👥 The course covers three main areas: the fundamentals of customer service, the specialized role of customer service executives, and practical knowledge through live calls and expert interviews.
• 📚 The course includes interactive elements like Q&A, assignments, quizzes, and community introductions to enhance learning and engagement.
• 🔄 The instructor emphasizes the importance of continuous improvement and updates to the course to ensure the best customer service experience.
• 🌐 The instructor's background includes leading digital transformation, focusing on customer experience, and using technology to improve customer interactions.
• 🤝 The human connection in customer service is irreplaceable by technology, which should be used to solve problems and enhance the customer relationship.
• 🛠️ Customer service is needed for troubleshooting, educating customers, and providing after-purchase services.
• 💡 Good customer service is vital for building relationships, assisting with product features, reducing returns and refunds, and gathering valuable customer feedback.
• 🏆 The benefits of great customer service include increased customer loyalty, knowledge, reduced returns, and enhanced brand value.
• 👩‍💼 The roles of a customer service executive are diverse and may include providing product support, imparting knowledge, facilitating contact with other departments, answering queries, resolving problems, updating on deliveries, assisting with onboarding, and taking feedback.

Q & A

What is the primary focus of the customer service course introduced in the script?

The primary focus of the customer service course is to cover the fundamentals of customer service, the role of customer service executives, and practical knowledge on interacting with customers, including handling upset customers and leveraging technology for improved customer experience.

Why is customer service considered universally important for everyone in a company?

Customer service is universally important because it impacts the company's relationship with its customers, which is crucial for business growth and maintaining a positive brand image. It's relevant for entrepreneurs, account managers, salespersons, and customer service executives alike.

What is the significance of the statement 'customer is God' in the context of this course?

The statement 'customer is God' signifies the utmost importance of prioritizing customer needs and experiences in business practices. It reflects the instructor's belief in the central role of customer satisfaction in achieving business success.

How does the course address the issue of dealing with upset customers?

The course includes a step-by-step guide on how to handle and deal with upset customers, providing practical strategies for customer service executives to effectively resolve customer complaints and maintain a positive relationship.

What role does digital transformation play in improving customer service, according to the script?

Digital transformation plays a crucial role in improving customer service by enhancing digital interfaces for customer interaction, automating unnecessary workload for customer-facing teams, and enabling a more customer-centric approach to product and service design.

What are the benefits of being a great customer service executive as outlined in the course?

The benefits of being a great customer service executive include building customer loyalty, increasing customer knowledge about products, lowering returns and refunds, and enhancing brand value through exceptional service.

How does the course incorporate practical knowledge and real-world application?

The course incorporates practical knowledge through live calls, interviews, and webinars with leading industry experts who share their experiences and best practices in customer service.

What is the importance of feedback in the context of customer service as mentioned in the script?

Feedback is important in customer service as it provides insights into customer experiences, preferences, and areas for improvement. It is essential for companies to grow and improve their products and services based on customer input.

What are some of the key roles and responsibilities of a customer service executive?

Key roles and responsibilities of a customer service executive include providing support related to products or services, imparting knowledge about the product, acting as a point of contact for customers, answering queries, resolving problems, providing updates on deliveries, assisting with onboarding and registration, and taking feedback.

How does the course structure support the learning process and motivation of the participants?

The course structure supports learning and motivation through the inclusion of milestones at 25%, 50%, 75%, and 100% completion, Q&A sections for interaction, assignments for practical application, quizzes for knowledge assessment, and a community for shared learning experiences.

Why is it suggested for participants to introduce themselves in the Q&A section of the course?

Introducing themselves in the Q&A section helps participants connect as a community, share their professional backgrounds and objectives, and allows the instructor to better understand and fulfill their learning requirements.

Outlines

00:00

📘 Introduction to Customer Service Course

This paragraph introduces a comprehensive customer service course aimed at various professionals, including entrepreneurs, account managers, salespeople, and customer service executives. It emphasizes the universal importance of understanding customer service, its benefits, and the role of customer service executives. The course offers practical knowledge through live calls, interviews, and webinars with industry experts, as well as interactive elements like Q&A, assignments, quizzes, and community introductions. The speaker shares personal experience in customer service and digital transformation, highlighting the significance of customer-centric product design and the importance of addressing customer frustrations to prevent upset customers. The paragraph concludes with an invitation to the course with a cultural perspective that regards the customer as paramount.

05:03

🤝 The Human Element in Customer Service

The speaker delves into the human aspect of customer service, acknowledging that while data and processes are crucial, understanding human behavior, emotions, and frustrations requires a personal touch that only another human can provide. The paragraph underscores the importance of taking action to improve customer service and reduce complaints, urging participants to prioritize customers and manage upset situations effectively. The speaker also encourages participants to introduce themselves in the Q&A section to foster a sense of community and shared learning. Additionally, the speaker shares personal strategies for maintaining motivation during the learning process, such as celebrating milestones, and looks forward to connecting with the participants as they progress through the course.

10:03

🛡️ The Fundamentals of Customer Service

This paragraph defines customer service as the assistance and advice provided by a company to its customers, which can occur at various stages of the customer journey. It discusses the necessity of customer service for troubleshooting, educating customers about products, and providing after-purchase support. The importance of customer service is highlighted through its role as the first point of contact, its ability to build relationships, assist with product features, avoid returns and refunds, and gather valuable customer feedback. The paragraph emphasizes the impact of good customer service on business growth and the critical role of customer service executives in fulfilling these responsibilities.

15:04

🌟 Benefits of Excellent Customer Service

The paragraph outlines the numerous benefits of having a great customer service team, focusing on customer loyalty, increased knowledge about products, reduced returns and refunds, and enhanced brand value. It explains how customer loyalty leads to repeat business, positive reviews, and word-of-mouth referrals, which are essential for business growth. The importance of educating customers to prevent returns and the role of customer service in shaping brand reputation are also discussed. The speaker stresses the value that a good customer service executive brings to a company and encourages participants to understand and embody these principles to achieve business success.

20:05

🛂 Roles and Responsibilities of a Customer Service Executive

This paragraph details the various roles and responsibilities of a customer service executive, who serves as the primary point of contact for customers. The roles include providing support for products or services, imparting knowledge to customers, acting as an initial contact for issues that may require attention from other departments, answering customer queries, resolving problems, providing updates on deliveries, assisting with onboarding and registration, and gathering customer feedback. The paragraph highlights the versatility and importance of the customer service executive's role in different company sizes and the need for them to excel in these diverse responsibilities to ensure customer satisfaction and business growth.

Keywords

💡Customer Service

Customer service refers to the assistance and advice provided by a company to those who buy or use its products or services. It is a fundamental aspect of business operations that can occur before, during, or after a purchase. In the video, it is emphasized as the first point of contact and a key to building customer relationships, trust, and loyalty, which are essential for business growth and success.

💡Customer Service Executive

A customer service executive is an individual who provides support and resolves issues related to a company's products or services. They are often the first point of contact for customers and play a crucial role in shaping customer perceptions of the company. The script highlights the importance of this role in handling customer complaints, providing product education, and ensuring customer satisfaction.

💡Customer Loyalty

Customer loyalty is the faithfulness or commitment of customers to repeatedly purchase a company's products or services. The video script underscores the significance of building a strong relationship with customers through excellent customer service, which can lead to repeat business, positive reviews, and referrals, all of which contribute to a company's growth and reputation.

💡Feedback

Feedback in the context of customer service is the information or opinions provided by customers regarding their experience with a product or service. It is vital for companies to improve and grow, as it offers insights into customer satisfaction and areas for enhancement. The script mentions that good customer service executives are responsible for gathering and relaying this feedback to the company for continuous improvement.

💡Digital Transformation

Digital transformation refers to the integration of digital technology into all areas of a business, fundamentally changing how a company operates and delivers value to customers. The script discusses the role of digital transformation in enhancing customer service through improved digital interfaces and by automating processes to allow customer-facing teams to focus more on building customer relationships.

💡Customer Complaints

Customer complaints are expressions of dissatisfaction or grievances regarding a product or service. The video script highlights the importance of addressing and resolving these complaints effectively, as they can lead to insights for process improvements and maintaining customer trust. It also mentions the role of customer service executives in managing and analyzing customer complaints data.

💡Human Connection

The human connection refers to the emotional and relational aspect of customer service that goes beyond mere transactions. The script emphasizes that while technology can solve many problems, it cannot replace the empathy, understanding, and personal touch that a customer service executive provides, which is essential for building lasting customer relationships.

💡Process Design

Process design involves creating or improving the way a company's operations or services are structured to achieve better efficiency and customer satisfaction. In the script, it is mentioned that customer complaints data is vital for process design, as it helps identify and fix breakdowns in customer service, thereby preventing future frustrations.

💡Community

Community, in the context of the video, refers to a group of individuals who share common interests or goals, such as learning and improving in the field of customer service. The script encourages participants to introduce themselves in the Q&A section to foster a sense of community, which can enhance the learning experience and provide a platform for shared growth.

💡Milestones

Milestones are significant stages or achievements in a process or journey. The video script introduces the concept of celebrating milestones in the learning process, such as reaching 25%, 50%, 75%, and 100% completion of the course. This strategy is meant to motivate and encourage continuous learning, providing a sense of accomplishment and progress.

💡Customer Knowledge

Customer knowledge refers to the understanding customers have about a company's products or services. The script discusses how a good customer service executive can enhance this knowledge by providing information and education, which in turn can lead to increased customer satisfaction and reduced returns or refunds.

Highlights

Introduction to a comprehensive customer service course covering three key areas: understanding customer service, the role of customer service executives, and practical knowledge.

Emphasizing the universal importance of customer service for everyone in a company, from entrepreneurs to salespersons.

Exploring the role and responsibilities of customer service executives, and strategies to excel in this role.

Providing a step-by-step guide on handling and dealing with upset customers as part of the customer service executive's role.

Practical knowledge through live calls, interviews, and webinars with industry experts sharing their experiences and best practices.

Course features include Q&A sessions, assignments, quizzes, and a community introduction section to foster learning and connection.

The instructor's background in leading digital transformation and customer service improvement in a large South African bank.

The importance of designing products and services from a customer's perspective to maximize their experience.

The role of digital transformation in improving customer experience through technology and reducing unnecessary workload for customer-facing teams.

Insights on being a spokesperson and handling customer complaints that become public, emphasizing empathy and problem-solving.

The significance of customer complaints data in process design to improve customer satisfaction and avoid future frustrations.

The irreplaceable value of human relationships in customer service, even as technology advances.

The call to action for students to introduce themselves in the Q&A section to build a sense of community and shared learning.

The benefits of setting and celebrating learning milestones throughout the course to maintain motivation and engagement.

Defining customer service as assistance and advice provided by a company to its customers, emphasizing its importance in troubleshooting, educating, and after-purchase service.

The importance of customer service as the first point of contact and its role in building relationships, providing assistance, avoiding returns, and gathering feedback.

The benefits of a good customer service executive in generating customer loyalty, increasing customer knowledge, lowering returns, and enhancing brand value.

Describing the various roles of a customer service executive, including providing support, imparting knowledge, resolving problems, and taking feedback.

Transcripts

hi welcome to the introduction of your

customer service course in this course

we'll cover three spares or three words

as you know about customer service the

first world we'll cover is the world of

customer service what is customer

service right how to give excellent

customer service and most importantly

what are the benefits of great customer

service and this section is universally

very important for everyone in the

company for entrepreneurs for account

managers for salesperson even customer

service Executives of course everyone

needs to understand the importance of

customer service the second sphere we'll

cover is people who provide specialized

customer service and those are customer

service Executives in this SP we'll talk

about who is a customer service

executive what are the roles and

responsibilities of customer service

Executives and finally we'll cover the

great point the most important point of

this course is how to be a great

customer service executive and as a

bonus in this section we'll also cover

how to handle and deal with upset

customers in a step-by-step guide and

and finally the third sphere is

practical knowledge in this sphere we

cover live calls and how to interact

with customers we have interviews and

webinars with leading experts in the

industry of customer service and they

share their experiences and their best

practices in this section and don't

worry the course does not end here we

have Q&A section we have assignments

where you get to apply what you've

learned we have quizzes in this course

not just that we have lessons that

congratulate you on learning mind so

that we can celebrate our learning

together there's a section where you get

to introduce yourself to the community

so that we can learn together from each

other as a community as well and the

best part I constantly keep updating and

improving this course to provide you the

best customer service experience in my

culture we say customer is God so with

folded hands I welcome you to this

course in my career I've been involved

in handling customers and improving

customer customer service in many

different ways currently I'm helping to

lead digital transformation in a large

Bank in South Africa and as part of this

transformation of our business we are

ensuring that we design our products and

services from the customers perspective

with the intention of maximizing the

customers experience of their

interaction with us we have to be a lot

more outside in in the way that we think

about our business and that customer

perspective must drive everything that

we do so we're constantly doing research

with our customers and asking them what

we can do better and how we can design

our products better we're trying to

understand how we improve the touch

points with customers where breakdowns

and frustrations happen that leads to

upset

customers equally a digital

transformation program is an opportunity

to improve customer experience with

technology not only by improving the

actual digital interfaces that customers

use to interact with us but also to help

our customer-facing teams and our

salespeople by removing unnecessary

workload that can be automated and this

leaves them to focus more on the

customer relationship and the human

connection that will always be important

in a business even if a lot more of it

becomes

digital I've also been a spokesperson

for our organization I've had PR

training and how to talk to the media

and how to address customer complaints

that become visible to the

public the public rarely measures your

organization when things are going well

but when things go wrong you suddenly go

under a microscope and it's often a

spokesperson that is the human

equivalent ENT that people are looking

at to see if there is empathy an

apologetic attitude and a willingness to

look for Solutions and those are all the

things that you have to do to manage

upset

customers I've also been involved in

process design where customer complaints

data is vital to provide analytics about

how we can improve those processes to

fix breakdowns and avoid future

frustration in our customers and I've

also run my own small businesses over

the years and as the owner of those

businesses I've often had to deal

firsthand with unhappy customers through

all of this

experience I've learned that the most

important thing is to bring it back to a

human relationship technology will never

replace that but it can solve many of

the problems that get in the way of fol

focusing on the human relationship data

and process can never truly understand

human behavior human emotion and human

frustrations only another human can do

that and all of these things are

important and there is much that you can

learn to improve customer service and

reduce customer complaints but you will

need to take action to put it into

practice and see the benefits of it in

your

organization and with your customers so

customers are the lifeblood of your

business you'll need to put them first

and you'll need to manage them when they

get upset so that they stay with you and

bring repeat business um back to help

drive your success going

forward hi welcome to this course and I

just want to ask a favor from you I

would like that you introduce yourself

in the Q&A section of this lecture I

want you to answer a few things such as

where are you from what are you do in

your professional career and what you're

looking to get out of this course the

reason behind this introduction is it

helps us connect as a community it helps

me connect with you so that I can see

where my students are logging in from

what their objectives are and how I can

fulfill their learning requirement and

their experiences it also helps you

connect with other students see where

they are coming from and it establishes

a sense of community and Community helps

us to learn together and grow together

so please introduce yourself in the Q&A

section in this course and let us know

what you're looking to get out of this

course what you learned and you can come

back to this section as well when you

completed this course or gone further

down to share your experience with this

course so that we both can connect learn

from each other's experience and grow

together and in general as a community

of over thousands of students that take

my courses so please introduce yourself

I look forward to learning more about

you thank you I just wanted to take a

minute of your time before you start get

going in this course in addition to

being a course creator I take a lot of

courses the reason why I do that is it

helps me improve my skills learn new

ideas and Concepts when I take courses I

sometimes find it difficult to keep the

learning process going in that case what

I've implemented with my own learning

process is a a strategy of having

milestones and then celebrating those

Milestones so in this course I'll do the

same for you and I'll be your partner

while you learn through this course I've

set up various Milestone along this

course at 2 5% 50% of the course 75% and

finally 100% what these Milestones will

do is whenever use these Milestones I'll

come and congratulate you on reaching

that Milestone we'll celebrate our

accomplishment of learning of growing

and having reached that Milestone and

that will help us motivate and push us

further to keep doing the course keep

continuing learning and that will help

us grow so I wish you all the best and I

look forward to seeing you when you

reach that 25% Mark next thank

you hi welcome to your course on how to

be a great customer service executive in

order to get into the course we need to

first talk about the fundamentals of

what essentially even customer service

is right what is basically the word

customer service or what it stands for

so we can simply Define customer service

as the assistance and advice provided by

a company to those people who buy or use

its product or Services the service can

be before during after or even for a

lifetime right so now you may ask why is

customer service even required it's

required for few reasons firstly it's

required to troubleshoot problems right

whenever there's an issue with the

product uh customer service is required

to help troubleshoot that problem it's

also required to educate the customers

about a product or service so whenever

the customer needs more information how

more understanding about the features

how to use the product educate and

thirdly it's used for after purchase

service when after purchasing they take

the product home they have any issues or

they want any service any add-on service

anything they requir that's why customer

service is required so let's get into

why is customer service important and we

have to really understand why customer

service is important so that we can

understand why good customer service

executives are required in a company and

why is it required for you to be a great

customer service executive and how you

add on value in your company so to begin

with there are few reasons why customer

service is important first is it's the

first point of contact right the

whenever anyone requires any contact

with the company or any company uh any

product or any service right customer

service is the first point of contact

it's the first impression that any uh

one any company makes on the customer

that is why it is very important it's

the first point of contact and after

that yes you can have further

escalations but they are the face of the

company they represent the company the

brand its values everything about the

the company is represented by the

customer service so that is why it's

very important secondly uh customer

service helps build a relationship

between the customer and the company

what happens is a lot of times the

customer might call the customer service

executive and they might ask questions

they might have queries they might have

some hesitations they might have some

doubts anything that they have and they

want to talk about if there is a person

that they can reach out if there is a

point of contact they will it will help

make a relationship ship strong whereas

if it's a stonewalled company right when

there don't there's no heline number

they cannot talk to anyone how will that

product or that service make a

relationship with the customer so it

helps build a strong relationship with

the customer then it's assist right

there are lot of products that require

assistance right there can be new

features in the products that the

customer is not able to access there can

be doubts that the customer might have

how to use the product so any kind of

assistance that the customer needs it is

very very important for example whenever

we buy any pet related or dog products

for our own pet we require so much

assistance because we want to be sure

and we want to ask 100 questions and

100% sure about every product and how to

use it that's why assistance by that

brand or that product is very important

for us then we move on to um the fact

that customer service helps avoid

returns and reduce returns and refunds

so what happens is returns can be for a

lot of reason and we'll get into that in

the course but primarily let's say it's

due to lack of Education the customer

doesn't understand how the product works

while the customer soice executive can

explain that this is the reason why um

or how or educate them that this is how

the product works and that helps reduce

returns or return return and returns can

be for any reason right but whatever the

reason is they have someone to talk to

about it they have someone to say hey

this is the reason why I want to return

this is the reason why I refund refund

and the customer service executive can

help as much as possible to avoid that

scenario because let's face it returns

and refunds create huge losses for a

company especially any online or

e-commerce company it's a very loss

making proposition to C return or fund

that's why customer service executive is

important to form that strong bond solve

all problems educate solve any issues so

that the returns and refunds are reduced

and finally very important topic is

feedback the only way to make any

product or service better or any company

to grow is to understand understand how

the customer is using the product what

they like about the product what they do

not like about the product what they

want in version number two so everything

about a product or service and any

Improvement will come through feedback

and that is where good customer service

uh executive comes in where they take

constant feedback constant updates and

then they update that feedback in the

company so that the company can grow

improve and learn from its mistakes and

uh do what they're doing well so these

are all the reasons reasons why it a

good customer service is important in a

business so even if you have a small

customer service department even if you

have one customer service negative but

if they're fulfilling all these

responsibilities they're fulfilling all

these important goals it'll help your

company your sales your business grow

exponentially in the long run because

you'll be forming relationships helping

customers with their problems educating

them about the product building trust

building a relationship and that's the

secret to growth in any business

thank you hi welcome to your course on

how to be a great customer service

executive in this section we're talking

about the benefits of a good customer

service executive and the benefits are

endless and I'm hopping again and again

on the benefits is because I really want

you to understand the importance that a

good customer service executive has and

the value he brings or she brings to the

company and that value is tremendous so

let's Dive Right into what are the

benefits of great customer service the

first is Customer Loyalty Customer

Loyalty increases many fold when you

have a great customer service

relationship between the customer and

the company the best way for any company

any business to grow that even I have

experienced through all my businesses is

if I have generating repeat business if

I have loyal customers if I have raving

fans in my business and that Customer

Loyalty can be only generated if there's

a relationship between the customer and

the company and that is done by the

customer service executive cu they are

the point of contact in the company they

are the point of contact that helps or

discusses or gets in touch with the

company to begin with right no CEO is

talking to every customer but the

customer service executive is there to

build the relationship and then he or

she builds a customer loyalty now what

happens with customer loyalties you get

the three hours right you get the repeat

business very important very valuable

that's free business no marketing

required then you get reviews reviews

are very very very very very important

in a business especially in an online

business these days reviews testimonials

these are very important to generate

trust to give social proof and help

anyone understand why they should buy or

why they should buy the product or

service because that establishes trust

and finally it is referral and word

about business that's the best form of

marketing it can be very exponential and

it's free right that's after every

videos Everyone these days says please

share our video why because sharing the

video is generating free views for free

right and that's why uh this referral is

the best form of business the word of

mouth is best form of marketing and that

is why these three are repeat business

review and referral are very important

and that is formed by having a good

customer service executive and good

customer service team the next benefit

of a great customer service team is

increased customer knowledge a lot of

time what happens is customer may

purchase a product but they not know of

all the features so that's where a good

customer service executive can help help

increase a customer knowledge about the

product or the services that go with the

product for example the camera or the

recorder I'm shooting with right now I

did not have enough information but I

contacted the company there was a good

customer executive I was having certain

issues when I first bought it they

helped me out through it and that's how

I became a loyal fan and that's how you

know my knowledge about the prod

increase I understood what are the

features that it had and that sort of

increased my relationship with the

product and that's why I've always used

this camera so that it helps me um it

for I have formed a relationship and it

helps me understand the product better

and I'm definitely a loyal customer to

the company then thirdly why customer

service executive is important is it

helps lower returns and refunds I'm

again bringing this point of because

it's very important that the return rate

is low in a company because they can be

the biggest factor in loss so good

customer Serv actives helps educate the

customer about the product uh helps of

any issues and lowers return and refund

rate which can be very harmful for a

company and finally it increases the

brand value right how many times have

you talked about a product and said he I

bought this product but I was not able

to use it uh or I had this issue there

was no one to answer there's literally a

stone wall between the company and the

customer that sort of barrier is bad for

a brand whereas there are so many brands

that are well known for their

exceptional customer service and those

are the brands we love to be part of

those are the brands we love to Eng

engage with the most U for example

zappers which was this shoe brand right

this was the online shoe company they

had a stellar uh reputation about having

great being great customer service and

that reputation was the primary reason

why their business uh expanded expans so

there are these popular companies that

are known just for that being a great

customer service Executives and great

customer service department and you want

to be one of those companies so that

increases your brand value people will

associate your brand with good service

and good service can only happen when

you have a great customer service

executive and a great customer service

team backing you so this is why great

customer service or being a good

customer service is very important and

that's why I've created this course as

well to help you out to understand what

makes a great customer service executive

so that you can accom get all the

benefits that I've talked about reach

your goals in your company and in your

business thank

you hi welcome to your course on how to

be a great customer service executive in

this section we're going to talk about

who is a great customer service

executive and what are his roles

customer service executive is the person

who provides customer service to the

customer in a company right they are the

first point of contact for any customer

let's dive into what are the roles a

customer service executive might have to

fulfill for the company and they can be

varied roles based on the company each

company can have customer Executives in

different roles and different positions

give them different responsibilities so

we'll talk about all these

responsibilities and what you have to do

in each role and each responsibility so

the first is to provide support related

to product or service right this is

usually done in order for any question

or any query that a customer might have

um Provide support to them help them out

with the product or service this is

usually more common in technical

products for example laptops computers

um they require a lot of support because

they're very technical right so um

that's where the customer executive

comes in and they have the role of

providing support and uh solutions for

those technical products then we move on

to impart knowledge a lot of time what

happens is customer requires more

knowledge about the product or service

that they are buying or even after

they've bought it they require more

knowledge for example one of my friend

who works in a customer service

executive for a cake company customers

even call them to ask them how long the

cake is going to be fresh for where do

they keep it do they keep it in

refrigerator do they keep it outside so

everything related to the cake is just

knowledge so uh customer service

executive can also have the role of

imparting the knowledge about product or

service that the company deals in then

we move on to getting the relevant point

of contact or person in the team so a

lot of times what happens is uh customer

might have a issue with the accounting

department or customer might have

certain issues with the finance

department billing department anything

so the um customers executive is

responsible for being the first one to

contact and then forwarding or referring

their query to the relevant team that

they can handle the issue or the uh

concern better the next Ro

responsibility is to answer queries

whatever questions they might have they

have to be answered then it is to

resolve problems help with any problems

that the customer might have while using

the product while purchasing the product

uh after purchasing the product any sort

of issues that a customer might have

they're responsible for resolving them

um this is very common for example in

credit card companies or in any banking

sort of company where the company or the

customer using credit card they have any

issu with the points loyalties the

billing charges anything they can be

Vari number of issues so whatever their

problems are the customer service

executive is responsible for resolving

those problems and then um which is

common this role is common in more

e-commerce companies which is provide

updates on

deliveries um this is a very common

issue very common type of role for a

customer service we have to provide

update on the delivery schedule where

the product is when will it be delivered

and all that is one of the roles that a

customer service phase for that they

need proper update proper portal where

they can check and get back to the

customer then it is assist onboarding in

registration a lot of companies have

sort of registration platform uh where

there are long forms or the customer

might need updates so customer might

need help onboarding registration

understanding the form uh so that is one

of the other roles that a customer

executive can face and then finally it's

to take feedback uh a lot of companies

have a team that is just focused on

taking feedback getting feedack Feb

calls after a certain period of time to

understand how customers experiences

with the product what they can do how

they can improve get ratings get reviews

so all that taking feedback is another

role so there's so many roles that a

customer service executive can fall into

there's so many hats they might to wear

in smaller companies they might have to

do all the roles in larger companies

they might be separate team for those

roles but they're all equally important

roles and a great customer service

executive must understand how to

function in each of these roles we'll

discuss this in the course how to be

good in each certain role and how to be

a great customer executive no matter

what hat you have to wear so I look

forward to seeing you uh where we talk

about each role and how we can grow in

each role thank you