It should be noted that different companies and different positions have different customer service responsibilities. Customer service refers to the customer service work (accepting customer consultation and helping customers solve their doubts), or the organization that undertakes customer service work. In different industries, the scope of customer service answering questions is different. For example, game customer service is to accept the work of game members and consult the players or their institutions themselves.
The so-called customer service means that we help customers through labor, reflect our own value, or gain benefits. Customer service includes external (business-to-customer) and internal (logistics departments and other departments of some units). Generally speaking, customer service refers to external customer service.
The importance of maintaining a mentality in customer service
At work, we will inevitably meet some unreasonable junk customers who call customer service just to vent. Any company with a formal process will not count calls without clear needs into KPI customer service. If the customer service receives this kind of call, please keep calm and calm, and don't be influenced by the rhythm of the customer at the other end of the phone.
The company's telephone system will usually keep your total recall with your customers. If the company leader insists on deducting points from the calls of unqualified customers, please sort out the details of your telephone communication with customers (whether written or oral) and be prepared to argue.
Every job has its own career bottom line, and customer service is no exception. When some "old customers" want to use their relationship with the company to ask you for convenience, please explicitly refuse such a request and ask the supervisor to intervene if necessary.