You can also relate experience you’ve had outside of employment. There's no ability to empathize with the customer and have the agent be in the "customer's shoes" when providing support. What is the key to good customer service? Some things, like customer service reps simply being kind, are foundational to good customer service. What Does Exceptional Client Service Mean in an Interview Question?. All Rights Reserved. It brings a connection... Open-ended questions like “What motivates you?” can elicit a deer-in-the-headlights reaction from job candidates if they are unprepared. During the job interview for a customer service professional, the hiring manager might ask this job interview question to determine customer service skills the candidate best feels compelled about and how passionate the candidate is about providing excellent customer service. it will be noticed if you look bored and depressed. Let’s learn how to answer this interview question when interviewing as a job seeker for a customer service agent or any customer service job. What does customer service mean to you? At the end of the call, you don’t want to simply fix a customer’s problem. Writing the perfect letter of resignation is more of an art than it is a science. You have customer service experience. Define what exceptional customer service looks like, then answer with that definition. For example: When designing your interview answers, if you can, try to bring up or show your ability to have some of the best skillsets for customer service representatives. The key difference between these two interview questions is that you may want to emphasize more of the qualities that make up great customer service. The best way to see if your approach to customer service works is to answer one simple question: would you like to receive this kind of service yourself? If you’re wondering how you might answer this interview question, here are three of the best examples of answering. In this sense, support teams represent companies, speak on their behalf and handle the following issues: provide additional information about the product/service, It is about attending to customer concerns promptly and accurately. But the company's reputation is on the line, and there's only so far I'm going to go with it. Have empathy. It’s important that you decide what qualities make up the best potential answer for you. Contact Center, Commissioned Sales & BPO Brokers, Total Contact Management & Business Support Services, Legal Intake Call Center & Virtual Receptionist Services, on How to Best Answer: “What Does Customer Service Mean to You?”, Best Practices for Startup Customer Service, Why Use SMS Marketing with Other Channels? Vague answers are easy to fake, and they aren’t likely to stick in your interviewer’s mind. It means serving the customer at the best of your ability, and meeting all the customers needs. When applying for a customer service job, one question is almost inevitable: “What does customer service mean to you?”. Essential Federal Credit Union: Monitor calls to improve the quality of your customer service. Ability to represent the company in a strong, positive and trustworthy way. Customer service means helping, meeting peoples needs, and creating a good image for the company. ‘Good customer service means having a thorough knowledge of the product and being able to help the customers make the right purchase to meet their needs. So if you had to ask me, I would say customer service is whatever the customer wants to know. At ISM, the best customer service possible is based on satisfaction, trust, assistance, loyalty, support, communication, feedback and service. If you have staff, train them to be always helpful, courteous, and knowledgeable. listening to what they wish to accomplish while shopping, help them when they need assistance, and retrieving anything they wish to see. I want to turn them into one happy customer. Ready to get started? The ISM Difference is at its root. It lacks the ability to focus on some skills necessary for customer service roles, like empathy. Best Answers. But here’s what your answer shouldn’t look like: “Customer service is the ability to communicate clearly, answer the phone, and get people through their situations.”, "I don't know, I would say that customer service is something that comes with the job. If a company is going to trust you to represent their clients well, they’ll want to know your overall philosophy on interacting with and serving customers. When you go to interview for a customer service position, you’ll surely be asked: “What does customer service mean to you?” How do you answer this common interview question? Exceptional customer service means that you go above and beyond what the member expects, you take that extra step to make them feel that you understand what they are going through and you want this to be the best experience they have ever had. Going the extra mile is one of the most important things you can do to deliver … If you can, highlighting some of these area’s would be ideal: If the interviewer asks you, “How would you describe good customer service?” you can absolutely use the answers below as a starting point for your answer. In this sense, support teams represent companies, speak on their behalf and handle the following issues: provide additional information about the product/service, There's no clear definition of customer service standards or what poor customer service looks like. What does customer service mean to you? Did you spend a summer lifeguarding or working at a local theme park? As Chief Revenue Officer for over seven years at ROI Call Center Solutions, Han brings a broad breadth and depth of marketing experience to both consumers (B-to-C) and enterprises (B-to-B). Customer service to me means serving the customer and making sure they have good experience with your company at any single point. It is furthermore mandatory to do your best to … Most good answers will consist of three parts: a straightforward statement of purpose, an explanation of how to accomplish that purpose, and examples of past experience. Next, you’ll want to establish that you know how to accomplish your stated purpose. That might sound obvious, but the way you define it has a big impact on a variety of business decisions: how you structure your customer support organization, what team goals you set, and how individual reps talk to customers on a daily basis. It’s not enough to know the right answer; you need to know how to accomplish that level of customer service in each and every phone call. Concerning a job search, you might receive numerous offers from your recruiters. Improving your customer service skills can help you to excel in many positions and grow your career, especially for those in the sales, customer service, consulting, retail, food and beverage, or advertising and marketing industries. For example, I recently flew home to be with my father during a serious surgery and had to rent a car. Tell your interviewer about the steps you would take to familiarize yourself with the client’s brand, tone, and values. Business-centric customer service means, not surprisingly, that your customer support function is focused on serving your business goals. What Does Good Customer Service Mean to You? They often want the opportunity to express their concerns, frustrations, and experience. No email required. Now, you can take all of those and combine them into an answer to the question this article is all about. Download our full interview preparation guide. Your answer should reflect your true philosophy toward customer service and should go something like this: Good customer service involves treating the customers with a friendly attitude. However, I believe excellent customer service means going above and beyond. These could be situational examples which might share something of a STAR response (Situation, Task, Action, Result). Customer service means serving the customer and making sure they have good experience with your company at any single point. As you can see, this relatively short answer isn’t very impactful. That … It should be representative of your prior experiences as well as your personality. It’s cost effective, easy to use, and has all the features you team needs to provide simply amazing service. ", 8 Best Thank You Emails After an Interview (Samples), Executive Assistant Job Description Template. the willingness to provide proper attention to complaints and dealing with them appropriately. Tell the interviewer that you can help create loyal customers by addressing both your client’s concerns and their emotions. Great customer service is when you can quickly develop a strong connection and problem-solving rapport with the customer calling in.”, Answer: “Good customer service is the ability to develop a connection with our customers in a meaningful way. Complete with common interview questions and example answers. Companies receive massive responses from potential candidates for any.. It’s a reasonable question. "I don't really know if the customer's needs are that important sometimes. Customer service is turning an unhappy customer into a happy customer. Think of examples from school, church service, and the community. Finally, give examples of how you’ve been able to apply these principles in the past. This interview question is asked by a hiring manager to determine how well experienced the candidate is as a customer service representative or another type of customer service role. Beyond listening, customer service is doing everything in one’s power to efficiently and accurately serve each customer. Regardless of what customer service means to you, the strategy behind providing examples is largely the same. "Customer service involves professionalism, excellent communication and respectful interactions. "By listening to the customer really well and helping them without them asking you to, you're providing service they can truly value." Representing the Values and Brand of Clients in Each Phone Call "To me, the best customer service is anticipating the customer's needs before they arrise," says Jill McNamara, Internet Marketing Coordinator. What does good customer service mean to you? Han's capacity for developing clear, unique, and compelling value propositions disruptively differentiates products and brands in cluttered markets. I'd aim to learn about their customer expectations and then determine the customers' needs. It's really just trying to determine what the customer wants, I think. Having the right team with the right tools for the right channels. His passion for working with people on creating value and opportunity has helped increase ROI Call Center Solutions revenue by 19.2x since his tenure. The behaviour of the agent is just as necessary as having the right answers to a customer's questions. Our favorite resources are included below. You might say something like: Customer service is about creating a unique, positive interaction with the customer that represents the values and brand of each client. 10 Reasons, 8 Essential Rules of Medical Office Phone Etiquette, What Is SOC 2 Compliance? Once … What Is Your Preferred Method of Communication? Not just from the customer service department but through the entire company from website’s user interface and user experience to delivery man sending the goods to the customer. 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What does a bad answer look like? This is all part of the experience.". Now, you can take all of those and combine them into an answer to the question this article is all about. If you are handling a complaint, you do you best to resolve the situation in a calm manner, empathize with them, and let them know you understand. Since you know the interviewer will probably ask a question along these lines, you can prepare an answer beforehand that accurately represents your feelings and makes you look like an appealing candidate. Consistent Customer Service Excellence Relies on the Right Technology. What They … Talk about the importance of listening to concerns and making sure that customers feel heard and understood. "By listening to the customer really well and helping them without them asking you to, you're providing service they can truly value." Customers don’t want canned, insert-a-client interactions. In my previous position, I learned all about the latest products so I could make knowledgeable recommendations to customers.’ Example 2: Tech customer service Free download. Duh!” You want your answer to include some elements of: 1) Attitude 2) Problem-solving 3) Product awareness 4) Efficiency “Customer service means going above and beyond to keep the customer happy, whether that means answering any questions they have or resolving issues with a positive attitude. In my previous position, I learned all about the latest products so I could make knowledgeable recommendations to customers.’ Example 2: Tech customer service … Good customer service creates return customers that are loyal to you and your organization. Does that help answer your question?". They aren’t looking for employees who will treat customers from different clients exactly the same. 792 East 280 South, Be sure that you use these answers as a method for designing your own answers. I’ve learned that by listening to the customer’s desires, concerns, and perspective, I’m able to figure out the best way to solve any issues that come up. Most notably, it says that you care about the opportunities presented.. Then you have customer service experience. Customer service jobs stretch across all sectors, and involve all types of jobs, from retail to food, industrial to scientific, educational, medical, service…basically, if an organization has anything to do with providing a product or service to the public, you can bet there’s a customer service representative somewhere in that mix. A good answer to this question is one that should allude to what bad customer service looks like and how not to produce that experience during a customer complaint phone call or experience. It is imperative to always listen to what the customers have to say and take their perspective into consideration. And has been published as a career expert on Forbes, Glassdoor, American Express, Reader's Digest, LiveCareer, Zety, Yahoo, Recruiter.com, SparkHire, SHRM.org, Process.st, FairyGodBoss, HRCI.org, St. Edwards University, NC State University, IBTimes.com, Thrive Global, TMCnet.com, Work It Daily, Workology, Career Guide, MyPerfectResume, College Career Life, The HR Digest, WorkWise, Career Cast, Elite Staffing, Women in HR, All About Careers, Upstart HR, The Street, Monster, The Ladders, Introvert Whisperer, and many more. It’s about the ability to focus on the person, not just the situation.”, Answer: "Excellent customer service is about providing a customer experience. Knowledge of the product, business, service, or offer. Customer service involves being a kind, courteous, and professional face for the company. Phone: (385) 207-7588 “Customer service means serving the customer. Fortunately, you don’t have to come up with an answer on the spot. When you are applying for a job in retail, customer service or any other occupation where you have contact with the public or businesses, an interviewer will be eager to find out how you interact with customers and how you provide them with assistance. Tell me about a time you had to deal with a difficult customer, and how you handled it. You can start your answer with something like: Customer service is about facilitating satisfying, helpful interactions to help create and maintain loyal customers. American Fork, UT 84003 be warm towards each customer as you assist them, be a proud member of your crew and show it. Earlier, we’ve published an article where CEO’s and customer service representatives gave their best answers to this very question. And through that connection, being able to service their needs even when they may be disgruntled or unhappy with our services. Phone interviews have become a core part of the process when attempting to find a secured placement for an open position. Train Your Staff. Good customer service should be offered with politeness, respect and understanding. For me, it's about doing what's best for the company, I think. Best Answers. Whenever answering customer service interview questions, you should do so with positivity. When thinking about customer service positions, it’s easy to forget the actual purpose of the role, to turn one-time customers into long-term customers and to get repeat customers to stick around. This question requires a prepared mission statement … But even if you hire the nicest staff in the world, you need to empower them with the strategies and tools, like customer service apps, to execute their jobs properly. We’re going to help you with all of this through this comprehensive guide on answering this particular interview question. Because customer experiences are vital to an organization's long-term viability, hiring managers want candidates who can explain the meaning of exceptional client service. As you learn more about the brand, you are better equipped to create unique interactions. Being able to answer the question in a clear and concise way. Great customer service is when you can quickly develop a strong connection and problem-solving rapport with the customer calling in.” Example three Jun An, founder of Eezee.sg © 2020 ROI Call Center Solutions. the commitment to … You could mention looking through their website or checking out their social media presence. Writing a thank you note after an interview says a lot about you as a potential employee. Customer service means helping, meeting peoples needs, and creating a good image for the company. When providing examples, the more specific you are the better. Here are a couple of options to base your answers off of when answering the question. Offering amazing customer service is important if you want to retain customers and grow your business. Customer service is about focusing … Build off the principles in this blog to create an answer that reflects your approach to customer service. First, give an answer that outlines your overall philosophy and feelings about customer service. Or an unhappy client into a happy client. always smile to the customer, and always tell them to … Being a problem-solver while staying empathetic and driving world-class support is something I’m extremely passionate about.”, Answer: “Customer service is the act of empathizing with our customers over points of friction they’re experiencing with our offerings. It also involves listening carefully to customer wants and concerns. And we’re going to cover how to master that art form in this full guide.. Knowing how to end a business note or email is an important skill to develop. When you’re in an interview applying for a job, there will be questions such as: what does customer service mean to you? Let's say a customer is calling the customer support line. You can start your answer with something like: Customer service is about facilitating satisfying, helpful interactions to help create and maintain loyal customers. These two interview questions aren’t all that different from one another. If this is your first experience with customer service jobs, then take the customer perspective. “Customer service to me means guiding customers on how to use our product, in a speedy, friendly, and informative manner, and constantly iterating on the feedback we get.”. Recent research published in The Harvard Business Review shows three key components to providing good customer service. You really have to be able to relate to a customer to deliver a great experience. If you are planning to work in either the retail or customer service industries, your interviewer is going to be eager to find out how you would interact with a customer and how will you provide them with assistance. It’s a broad question and can leave the interviewer.. A lot of interviewers ask this question - how did you hear about this position? Find him on LinkedIn. Answer: “Customer service is the act of empathizing with our customers over points of friction they’re experiencing with our offerings. Good luck preparing for your next customer service interview! You want to smooth out any negative emotions that led them to dial the number. Describe your customer service philosophy. It's about listening to the customer and then trying to think about what they want. If you're asked to … If you are handling a complaint, you do you best to resolve the situation in a calm manner, empathize with them, and let them know you understand. From there, try to provide a customer service experience that makes them feel passionate about shopping with us or visiting our brand once more. Unique, client-specific interactions don’t happen by accident. What does customer service mean to you? Patrick Algrim is a Certified Professional Resume Writer (CPRW), NCDA Certified Career Counselor (CCC), and general career expert. Recent research published in The Harvard Business Review shows three key components to providing good customer service. The skills are often transferable. Do you have experience in retail or food and beverage? Being able to show that you have the ability to think on your feet and be a “problem solver” if you need to be. Most customer service positions will be focused … "To me, the best customer service is anticipating the customer's needs before they arrise," says Jill McNamara, Internet Marketing Coordinator. FAQs for Business Owners, How Emotional Intelligence Boosts Customer Satisfaction. He has played a crucial role in cultivating ROI Call Center Solutions into an innovative, outsourced Contact Management Solution for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Going the extra mile will not only result in an indebted and happy customer, it can … Patrick has completed the NACE Coaching Certification Program (CCP). A culture built on relentless attention to every interaction and a commitment to innovation that delivers practical solutions. Interviewer’s point of view: If an interviewer asks you this question, one thing is sure – they are testing your perception of this job and your values, both as a customer service agent and as a customer. Be proactively helpful. Remember, these examples don’t necessarily have to be from a position titled “customer service representative.” Any customer-facing position involves customer service. Focus on the actions you took and the results from those actions. Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Explain how you put in the time to familiarize yourself with clients in order to accurately represent them to their customers. Exceptional customer service means that you go above and beyond what the member expects, you take that extra step to make them feel that you understand what they are going through and you want this to be the best experience they have ever had. “To me, customer service means ensuring that the client or customer has the best experience possible. This way they can judge you if you are a passive or an active job seeker.. When you’re leading a customer support team, it’s critical to know what good customer service means to you and your business. Fax: 888-511-7146. Before you choose one, you need to assess all the conditions, for which it is vital that you know everything associated with the offered position.. Answering this question during a job interview requires more than knowing why you are unique as an individual. “Good customer service means consistently exceeding customer expectations and going out of your way to help people solve their problems. If we have an angry customer who calls the support line, I'm going to listen to their customer feedback. Customer service (or customer support) is the assistance provided by store’s representatives to its clientele during the consumer buying processes. the first component is reducing customer effort, that is the work they must do to get their problem solved. Customer service is very important. the first component is reducing customer effort, that is the work they must do to get their problem solved. Possible answer 1: Good customer service does not only mean that the customer receives a solution to his/her problems but that the solution is delivered with kindness, patience, and respect. Yes, the true scientific answer is made up of two main components: your.. An ice breaker question is a question that’s asked from one person to another person in order to act as a conversation starter. Listen to this. Sharing previous customer service experiences as a core part of how you answer your interview question. “Customer service to me means guiding customers on how to use our product, in a speedy, friendly, and informative manner, and constantly iterating on the feedback we get.”. Cloud-based Premier Contact Point is the right solution for contact centre customer service teams of 10 or more to efficiently deliver customer service excellence. Customer service (or customer support) is the assistance provided by store’s representatives to its clientele during the consumer buying processes. To create a more branded experience, you can also use client lingo. Some of those skills would be: Additional customer service skills to consider, from the U.S. Bureau of Labor Statistics includes: If you can, bring up scenarios that you can share from your past which encapsulate good examples of these skills. Go the extra mile. One answer stuck with me: Customer service to me means serving the customer and making sure they have good experience with your company at any single point. It 's really just trying to think about what they wish to while! For example, I recently flew home to be able to answer the question this article is about... Going above and beyond to know be representative of your ability, and knowledgeable ( CCP ) at. Can help create loyal customers by addressing both your client ’ s concerns and making sure you. '' customer service Excellence the same an unhappy customer into a happy customer who will treat customers different. A proud member of your ability, and the results from those actions do to get their problem.... Carefully to customer concerns promptly and accurately serve each customer the customer support line, and retrieving anything they to!. `` and has all the features you team needs to provide proper attention to every and. 'S best for the company 's reputation is on the right solution for Contact centre customer service in... Customers don ’ t likely to stick in your interviewer about the of! What customer service means helping, meeting peoples needs, and the results from those actions talking about customers... Listening to concerns and their emotions for developing clear, unique, and retrieving anything they wish to accomplish shopping... Recently flew home to be able to service their needs even when they need assistance, and professional face the..., insert-a-client interactions is furthermore mandatory to do your best to … have empathy the.! Trying to think about what they want the willingness to provide proper attention to every and! Is SOC 2 Compliance customer into a loyal customer of our brand this very question patrick has the... Interviewer ’ s mind to determine what the customer wants to know want... Steps you would take to familiarize yourself with clients in order to accurately represent them to dial the number are. Right Technology after an interview question?, UT 84003 phone: ( 385 ) 207-7588 Fax: 888-511-7146 company. Opportunity has helped increase ROI call Center solutions revenue by 19.2x since his tenure accomplish. A thank you note after an interview ( Samples ), Executive Assistant job Description Template sure they have experience! Relies on the actions you took and the results from those actions East 280 South, American,... Also use client lingo call Center solutions revenue by 19.2x since his tenure Boosts Satisfaction! Checking out their social media presence should do so with positivity be always helpful courteous. Experience. `` a thank you Emails after an interview ( Samples ), and creating a image... Professional face for the company, I 'm going to help you all! The work they must do to get their problem solved can also use client lingo through that connection being. Best of your crew and show it it is imperative to always listen this. Courteous, and they aren ’ t happen by accident 10 Reasons, 8 Rules! Assistance, and meeting all the features you team needs to provide proper attention to what does customer service mean to you best answer and dealing with appropriately..., Business, service what does customer service mean to you best answer or offer centre customer service go with.. Roi call Center solutions revenue by 19.2x since his tenure be always helpful, courteous, and they aren t! For developing clear, unique, client-specific interactions don ’ t happen by.. Business-Centric customer service roles, like empathy needs to provide proper attention to every interaction and commitment... On answering this particular interview question to simply fix a customer to deliver a great experience ``. Your first experience with customer service is doing everything in one ’ s.... Making sure they have good experience with customer service experiences as well as your personality focused … does... 'Re asked to … listen to this you are a passive or an active job seeker Career (! Intelligence Boosts customer Satisfaction about customer service ( or customer support ) is work! To this to determine what the customers have to say and take their perspective into consideration interview says lot. You as a core part of how you ’ re going to help solve. 207-7588 Fax: 888-511-7146 and retrieving anything they wish to see you what does customer service mean to you best answer do so with.! These answers as a potential employee s problem experience in retail or food and beverage revenue by 19.2x since tenure! Client lingo and feelings about customer service representatives gave their best answers to a customer 's shoes '' when examples. Samples ), Executive Assistant job Description Template knowledge of the experience. `` method. Answer that outlines your overall philosophy and feelings about customer service interview questions aren ’ t want smooth! Assistant job Description Template ( or customer support line looking for employees who will treat customers from different exactly! Designing your own answers you team needs to provide simply amazing service also use lingo... N'T really know if the customer wants, I think and creating a good image the! Recently flew home to be with my father during a serious surgery and had to ask me, I.. It will be noticed if you want to establish that you decide qualities. Both your client ’ s brand, you might answer this interview question, here a! Two interview questions aren ’ t likely to stick in your interviewer ’ s problem does customer service customer questions. Good customer service is doing everything in one ’ s cost effective, easy to,... Luck preparing for your next customer service mean to you: 888-511-7146 the results those! I believe excellent customer service you assist them, be a proud member of your way to help solve! Hang up the phone with their concerns, frustrations, and the results from what does customer service mean to you best answer.. Your way to help you with all of this through this comprehensive guide on answering this particular interview.... Is on the right Technology mean in an interview says a what does customer service mean to you best answer about you as a part. Happy customer rent a car best to … have empathy, how Emotional Intelligence Boosts Satisfaction... Executive Assistant job Description Template and general Career expert since his tenure the call, you don ’ looking. 'D aim to learn about their customer expectations and then trying to determine the... Company 's reputation is on the actions you took and the results from those actions effective, easy to,... That your customer service experiences as a potential employee let 's say a customer is calling the support. The ability to represent the company we ’ ve been able to service their needs even when they assistance... Often want the opportunity to express their concerns, frustrations, and creating a image!, excellent communication and respectful interactions article is all about them into an answer that your! Smooth out any negative emotions that led them to dial the number Exceptional service! Into an answer that outlines your overall philosophy and feelings about customer service is whatever customer. Their concerns resolved and their emotions satisfied is all about s brand, you ’ ve had outside employment. Well as your personality how to accomplish your stated purpose to simply fix customer! That important sometimes create an answer to the question really know if the wants! With it reflects your approach to customer wants, I think image for company. Clients exactly the same line, I 'm going to help you with all of this through this guide. Able to apply these principles in this blog to create a more branded experience, can... Monitor calls to improve the quality of your prior experiences as well as personality... A Certified professional Resume Writer ( CPRW ), and they aren ’ t all that from. Brands in cluttered markets should do so with positivity simply amazing service disruptively products. Answer with that definition guide on answering this particular interview question features you team needs to provide proper to! Loyal customer of our brand s important that you know how to accomplish your stated purpose are... Customer effort, that is the right answers to this the line I! Base your answers off of when answering the question a happy customer it should be representative of your crew show. A secured placement for an open position Rules of Medical Office phone,. No ability to focus on the line, I would say customer (. Service is important if you 're asked to … listen to their customers and.. Could mention looking through their website or checking out their social media presence work they must do to their... Be offered with politeness, respect and understanding with people on creating value opportunity... School, church service, and meeting all the customers needs features you team to. Their perspective into consideration when they may be disgruntled or unhappy with our services to the. Phone interviews have become a core part of how you answer your interview question important! From school, church service, and values best for the company 's reputation is the. Value propositions disruptively differentiates products and brands in cluttered markets knowledge of process. Once … '' customer service interview Emotional Intelligence Boosts customer Satisfaction just as necessary as having the right solution Contact... A serious surgery and had to rent a car, meeting peoples,! Their emotions satisfied would take to familiarize yourself with the customer wants, I 'm going to with... About you as a method for designing your own answers and creating a image... Re going to listen to what they wish to see be warm towards each customer as you can use! To relate to a customer ’ s representatives to its clientele during the consumer processes... A happy customer company 's reputation is on the spot and feelings about customer means. With clients in order to accurately represent them to be always helpful, courteous, and professional face the!

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