Success is both an outcome and a mindset.

Success is both an outcome and a mindset. Customer service professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude. Since customer needs lie at the heart of every service interaction, CSR's must be able to identify both their stated and unstated needs whether by phone, e-mail, live chat, in person, or by other methods. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs.

This Journey is based on real-time market information from Burning Glass Technologies and focuses on the role of the Customer Service Representative (CSR) within organizations.