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With a CSR's duties ranging from job intake to estimating to marketing and problem solving, Devis said, it's extremely important for this person to understand that the customer is the most important person in the entire organization. Customers do no interrupt work, they are the purpose of all work.

Since the way the customer is received and treated is so important, Devis stressed that CSRs should greet customers cordially and listen proactively in a way that shows concern. Never blame the customer for a problem; ask questions and let the customer vent. Then make a commitment to specific action.