242 Chapter 11 Customer Service Strategies Company Knowledge Company policies and procedures are also covered in employee training. Most companies have a policy handbook that helps employees understand information that is important to both the retailer and the customer. This handbook is typically updated on a regular basis so all employees are aware of any procedures that change over time. An example of important company policies and procedures is how the retailer addresses a product warranty. A warranty is a written document that states the quality of a product with a promise to correct specifi c problems that might occur. Warranties are generally provided by the product manufacturer. However, the sales associate or customer service representative must be able to explain to the customer how the warranty works. For example, a computer might be under warranty for one year. If the computer should need repair, the customer needs to know where to go for service. Most warranties require that a product be sent back to the manufacturer. It is important that retail employees understand the retailer’s policy on warranties so they can accurately convey this information to customers and avoid any misunderstandings. FYI FYI A manufacturer’s product warranty often expires after a certain period of time, such as two years after purchase. Retailers often sell extended warranties that offer product repair or replacement services beyond the manufacturer’s warranty. Exploring Retail Careers Customer Service Representative No matter how hard a company works to provide quality products, customers may have questions or complaints. How these are handled can determine the success or failure of the company. Customer service representatives (CSR) serve as a direct point of contact for customers. They provide information, answer questions, and resolve complaints for customers. Some CSRs may even take orders and process returns. They may communicate with customers face to face, on the telephone, through fax, or over the Internet. Other typical job titles for a customer service representative include customer service specialist, hub associate, account service representative, and call center representative. The following are some examples of tasks that customer service representatives perform: • provide product information for customers • keep records of customer comments, complaints, and the actions taken to resolve issues • solve customer problems by exchanging merchandise, offering a refund, or making adjustments • refer unresolved issues to the appropriate departments for further research • check to make sure customer problems were solved and the customers are satisfi ed People skills are important for customer service professionals. They must be active listeners, giving their full attention to what the customer is saying. They also must speak well and persuasively. Critical thinking skills are also necessary to provide solutions for the customer. Most customer service positions require a high school diploma and up to a year of on-the-job training.