Identify and assess customers’ needs to achieve satisfaction. Provide accurate, valid, and complete account, product, and service information by using the right methods or tools. Resolve product or service problems by clarifying customers' complaints. Determine the cause of the problem. Select and explain the best solution to solve the problem. Expedite correction or adjustment. Follow up to ensure resolution. Handle complaints, provide appropriate solutions, and alternatives within the time limits. Follow up to ensure resolution and attainment of complaints resolution targets. Manage large amounts of incoming calls. Keep records of customer interactions, process customer accounts, and file documents. Follow communication procedures, guidelines, and policies.