• providing help to customers using your organization’s products or services • communicating with customers by telephone, email, letter and face-to-face • Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants • handling customer complaints or any major incidents, such as a security issue or a customer being taken ill • Issuing refunds or compensation to customers • keeping accurate records of discussions or correspondence with customers • Analyzing statistics or other data to determine the level of customer service your organization is providing. • writing reports analyzing the customer service that your organization provides • Developing feedback or complaints procedures for customers to use • Improving customer service procedures, policies and standards for your organization or department • Meeting with other managers to discuss possible improvements to customer service • Involvement in staff recruitment and appraisals • Training staff to deliver a high standard of customer care service and Sales • Leading or supervising a team of customer service staff learning about your organization’s products or services and keeping up to date with changes keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses