Certified Group Interview Practice Flashcards

Vocabulary terms and definitions based on the Customer Service Representative interview preparation notes for Certified Group.

Human Systems Engineering

A bachelor's degree field from Arizona State University that focuses on understanding people, problem-solving, and how people interact with systems and processes.

Certified Group

A company where the Customer Service Representative role involves communicating with clients, working with various departments, following up on testing, and resolving issues.

De-escalating a difficult customer

The process of staying calm, listening first without interruption or defensiveness, acknowledging frustration, and showing through actions that you are helping to resolve the issue.

Multitasking (Bartending Context)

The ability to quickly determine what is most urgent while managing multiple orders, guests, servers, and payments simultaneously without forgetting anything.

Proactive Communication

The act of contacting a customer with an accurate update regarding a delay (such as a testing report) before the customer reaches out to find the status.

Handling Unknown Client Questions

The practice of not guessing, informing the customer that you want to ensure the information is correct, and reaching out to the appropriate department before following up.

Analytical Thinking

A skill used to understand customer needs, identify where a problem is occurring, and figure out the best way to resolve it between customers and the laboratory.

Good Customer Service

Making the customer feel heard, communicating clearly, taking ownership of what you can, and following through to ensure they feel respected.

Follow-through

One of the candidate's primary strengths which involves staying with an issue or task until it is fully resolved and the customer is informed.

Leadership/Management

The long-term career goal the candidate aims to transition into after mastering their role and becoming someone the team can rely on.