1. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

1. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

1. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
2. Check to ensure that appropriate changes were made to resolve customers' problems.
3. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

1. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

1. Determine charges for services requested, collect deposits or payments, or arrange for billing.

1. Determine charges for services requested, collect deposits or payments, or arrange for billing.

1. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

1. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

1. Refer unresolved customer grievances to designated departments for further investigation.

1. Solicit sales of new or additional services or products.

1. Process customer bills or payments.

1. Verify accuracy of financial or transactional data.

Develop foundational customer service skills, focusing on effective communication and customer interaction. Basics of customer service and responsibilities. Effective communication techniques (verbal and non-verbal). Handling customer inquiries, orders, and complaints. Role-playing exercises for handling in-person and telephone communication.

Identifying and resolving service or billing complaints. Assessing the validity of complaints (e.g., determining causes like billing discrepancies). Techniques for deescalation and complaint resolution. Legal considerations in complaint management. Handling and resolving complaints through direct interactions. Recording interactions in customer service management systems. Following up with customers regarding claim investigation results or planned adjustments. Reviewing and analyzing customer feedback for service improvement. Recommending improvements in packaging, billing, and service methods. Handling escalations and making decisions to prevent recurring issues.

Equip apprentices with skills in managing financial transactions, payments, and billing. Calculating the costs of goods or services and issuing invoices. Processing payments, deposits, and refunds. Handling and recording financial transactions in compliance with company policies.

Teach apprentices how to manage customer records, process contracts, and ensure regulatory compliance. Completing contract forms and issuing service discontinuance orders. Maintaining accurate records of customer interactions and transactions. Regulatory requirements for record-keeping and data privacy.

Techniques for promoting new or additional products/services. Identifying customer needs and matching them with the right services. Ethical considerations in sales and marketing within customer service. Upsell and cross-sell products and services while maintaining customer satisfaction.

Record-keeping and documentation practices. Effective communication techniques and negotiation skills. Development of emotional intelligence skills for effective management and team motivation. Ensuring compliance with harassment free work environments. Quality standards and management