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Some of the most essential skills in the field of customer service include:

A) the ability to identify problems

B) troubleshooting to find a solution

C) cooperatively working with others to reach a desired goal or outcome

Successfully balancing these skills while interfacing with confused or upset customers is no easy task, and requires the patience, clarity of thought, and ability to think on one’s feet to get the job done.

**NOTE** Yahoo is specifically interested in finding students at western NY colleges and universities who are interested in local internship positions. See the attached materials to learn more about these exciting opportunities!


Pretend you are a customer service rep at a large technology company. Explain how you would respond to the following hypothetical scenarios:

1) Imagine you’re on a call with a customer who is trying to get a problem solved. What steps would you take to try and identify and fix the problem in a way that didn’t overwhelm the customer?

2) When dealing with a very upset person, how would you try to calm them, even if you couldn’t specifically fix their issue? What would you do to also make sure you maintain control?

3) Describe a situation in which you had to arrive at a compromise or guide others to a compromise as part of a group project. What were some of the challenges and how did you overcome them?