Starbucks Customer Service

Oooh I finally remember to post mine;)

I bet you must be sick of hearing this for the nth time...

Hi I'm from Mass Comm! Haha I'm Sharon and my chinese name is the cutest ever and it's also what many people enjoy using to irritate the shit out of me. When I was in primary school there was even an ad with my name on it: 姗姗该喝牛奶了! (It's time to drink milk!) 

And from then on people kept asking me to drink milk....

I hate to do the "About me" stuff, because it feels quite narcissist, but I figured out it's unavoidable in school because we're made to do it at the start of every new semester, when the tutor tries to make us play ice breaker games. So now I'm getting quite pro at it;)

I am quite obsessed with scents, and I have the tendency to smell everything that I can grab. And when I don't have anything new to smell, I will smell my own hands. It's become an inadvertent gesture now, so I habitually bring my fingers close to my nose so I can smell it. I bet not even my mom has noticed that before;)

And I'm doing advanced PR now, and I like it, because I think PR is an everyday thing that everyone does. We all do PR for ourselves, through Facebook, through our MSN display names, through our wallpapers, and everything else too! Learning PR makes me feel a little proud of myself, because I cheat myself into thinking that I can fool everyone into believing the good of me, ha ha ha. 

When I chose CSC for my IS I didn't expect it to be a "slack" module, in fact I thought it would be a very technical and content-heavy module. But one guess was right, it is indeed interactive. And what I'm hoping to take away from this module is enhanced communication skills, which I feel would really compliment my current studies in Mass Comm. I like communication, and customer service communication would help me learn to build formal relationships and manage them in a way that would benefit the companies I would work for in the future. 

That's it for now:)

omg, am I the last?! *gasps*

Oh! So sorry for the super late post! It kinda slipped my mind, hehe.

Anyway, I'm Tan Jie Hui from Mass Communications and am specialising in Advanced Public Relations, Book Publishing and Writing, and Presentation Skills in Chinese. I love my picture cos I look damn hilarious and super irritating here.

There are many different sides of me; my family thinks I'm retarded (I dunno why), Facebook says I have high EQ, friends think I'm nice, and close friends think I'm patronising.

I'm always tired and I always oversleep, especially towards the end of the week, because I procrastinate a lot and end up having to stay up to do last minute work. Just like how I'm on facebook now instead of starting on my mountain of assignments (btw, you can add me on facebook if you play Sorority Life and Restaurant City haha.).

I chose Cust Comm because I felt that it might help me in the future when I go into the PR field. Some things I expect from this module are:
- Learning how to build and maintain long-term customer loyalty
- Learning how to manage customers in times of crises
- Learning the art of persuasion without hard selling

Erm...that's all for now I guess. Cya'll in class!

The one about the ASSIGNMENT *woah* ...

OK Assignment is due today.

BUT, if you need the weekend to clean it up, by all means, BUT make sure it is being slotted into my pigeon hole @ Blk 47 Level 6 BY MONDAY 5PM

Hope this clears the air ...

Have a nice weekend !!!

Me, Myself & I

Yo.. My name is Ying Leng. I’m from Diploma of Information Technology, majoring in Business Management. Why I choose Customer Service Communication? This is because I feel that customer service is an important function for all business.  To increase sales begins by consistently improve customer service communication. An excellent customer service means responsiveness. It shows that the particular company or individual understand, anticipate and respond quickly to the needs and demands of the customers. I hope I will be able to learn some skills on providing quality customer service and to deal effectively with customer complaints and problems. 

Feel free to add me in facebook --> yl_spicegals@hotmail.com. Thanks! :))

Hello. I'm not really into this whole blogging thing, but I figured out how to worked after a couple of tries... I enjoy doing things that other guys my age do like watching movies, playing computer games etc. Why did I pick this module? Well...it seemed interesting compared to the other modules offered like generic Business course number 2.

I am Joshua, here i am!

Hi guys! sorry for the late post! yup! i am Joshua! so here's a little info about me. I'm around 177 cm tall, 70 kg and 19 this year! you probably won't see me around much cause I'm pretty busy most of the time. i have training everyday in the evening so by the time i get home I'm super shagged so won't be online much, except if it is to do my work.

So anyway i took up customer service because i feel that it's pretty relevant to my course which is mass communications. It's a very people orientated course in the sense that we are always meeting new contacts and have to learn to make favorable impressions on them. Customer service definitely helps you in that aspect. I also feel that customer service is very relevant in the sense that during the holidays, we will have holiday jobs and customer service can help us.

YO JOSHUA !!! Where the *blip*blip*blip* R U ?!!

... told you I was a marketting guy ... attractive titles and all just to get you to read ... kekekeke

I need help.

Anyone able to offer me contacts (frens, gf, bf, relatives, whatever) to STARBUCKS ?
The more backdoor the better, I really hope to have a session out of the classroom .... besides i'm dying for Starbucks kopi ...

oh,finally found this blog

erm,hello all.First and foremost i would like to say thank you the the lesson schedule plan which stated "e-learning" which leads me not to attend class on last friday.Yes,thanks alot lesson plan.It's not an excuse but oh well, sorry foripping your class max =(





Anyway,a big hello to max and CSC people.The main reason why i chose this module mainly is because im currently working part-time at a cyber cafe.I not really much of a gamer but that particular place is the "source" where i was able to meet many people which are my friends now currently.It's not the free gaming which attracts me to work there but the people.It was really satisfying when i see the gamers have a smile on their face before they start their gaming session.Furthermore i am helping my boss concurrently,who helps me alot during my younger days so yeah, thats the whole point.I expect that this module would teach me skills that will be able to give such an excellent service that the customers would come back again =). .

A little about ymself, my name is Adi ad im from Sxhool of ICT.I'm the one who people usually branded as "emo kid".FYI,im not emo at all.i think its just my sense of fashion(which is all black,the earth will take 3650 days to rotate once around the sun if im caught wearing other colours),and my hair which is quite long(i wish it was straight though) which leads me to be on the "EMO" side.Nah,i dont play guitar and write suicide notes =)

My hobbies is hanging around outside with my friends, even though most of the time is doing nothing.Most of the time we just pick a spot and sit down for like a quater of a day chit-chatting.As for sports,i do kick a little street-soccer on the weekends.During my free time,i usually drop by the cyber cafe where i worked and meet more people.It is amazing to see gaming as a hooking material to make friends.When im not around,they would usually goes"uncle,where is adi is he coming".I'm not bragging but when they met me,

1. First impression - Omg,there is an emo kid working
2. Second impression - wow,this guy is fun
3. Third impression - adi is one of a kind =D

^ that is what happen in that cyber cafe.Ok,time to wrap it up, see u guys this coming friday!
*poof*

heY everybody!

i am kit mei aka kit. hmm.. what should i say about me? everyone think that i am hyperactive and a sport's person. :) I am currently studying in School of ICT, Multimedia & Animation. Hmm i believe everyone know right? Hahha... I do animations... 3D cartoon character design... game design.... filming...photography.... haha... lots of stuff that links with Multimedia i learn. :)

----------------------------------------------------------------------

Why you choose this module?

hmm... sound exciting? easy to score high grade? haha... Customer Service is being use everywhere... so why not learn/ get somethings interesting from this module :)

Week 4 Points to Discuss

What are some of your own experiences (good/bad) in Customer Service ?

• When did it happen ?
• What were you trying to do ?
• What happened in the end ?

Would you consider what the salesperson did as right/wrong ?
Why ? Explain what was so wrong ?
How did you feel at that moment ?
What could have been done ? (Ideally)
What would YOU have done instead ?

*Waves*

Hello people. My name is Xiang Wei. People usually mispronounced my name or whatsoever, but I'm not really bothered. :D Even if you "oei" me, I'll probably respond. Lol.

Anyway, let's say why I'm here first. To be honest, for dip+ students, there's only two choices of communication modules we can choose from. Customer Service sounds cool, but it is everywhere. I think people in general don't mind paying more for good service because the experience is important. As much as I believe in the fact that everything begins from a sincere heart, I'm quite sure there's still some genuine communication skills we can learn here!

&& I've always liked IS. Because, they're like a breather from our mad core modules in our courses, so YAYS!

----

About Me.

I'm a 3rd year Mass Communication student and I'm really scared to graduate. I will be going for attachment next semester and thus, this is the last semester I am in NP.

I've thought about it before and I realised that if I never got into this course in NP, I don't know where else can I fit. I wouldn't say I'm the most media-ish person you can find, but I proud to know that I have a passion. I love TV. (Not watching, I don't really watch teevee actually.) & by saying TV, I prefer 'live shows'. Love the moment of excitement, knowing nothing should and would go wrong! (:

I'm also in NP Ambassador. To me, it's my family. I think I've grew a lot in this amazing place. & the people I've met, woah, I'm thankful. (: With that said, we can also get super uber busy! So, if I ever disappear from class because of events (with official excuse), please miss me! (:

I believe I reaally love NP so I'll cherish my last semester in school. <3


Keeping this short, so seeya guys in class! (:

Hello:)

Hi everyone! I am Lye Ee a.k.a lyCHee (if it's easier for you) from Mass Communication Year 3 specialising in marketing. I'm currently pouting as seen in the picture because I'm super uber stress and busy. If you ever see me sleeping in some corner of Ngee Ann drooling, please don't report me.

The electives I'm currently taking are conventions and exhibitions, integrated marketing communications and public relations. I'm kinda digging my own grave I guess.

I chose to do CSC because I'm taking diploma plus in business and there are only 2 choices: Business communication and CSC. The former sounds boring so I thought I'd take customer service communication.

Asking a person like me who wants to go into PR and events management (which is all about dealing with people and clients), customer service is definitely important. Moreover, I am quite an anti-social person because according to Tan Xiang Wei, I live in a hole, so taking CSC will hopefully make me less of a hole-r.

Alright! No more work now:) What do I like... I like to sleep, eat, listen to/play music and talk (but not type and blog unfortunately). I love my CCA, Poly Stage f'Actor (PSF) which is basically does acting. Must come for my production in November alright! Apart from acting, I also love playing piano and flute. If there are 2 things that truly represent me, they are music and drama.

Lastly, the three things I want all of you to remember about me is:
1. I'm short
2. I have a Mr Tall tee shirt
3. Facebook rejected my real name because there are too many 'e's in it

Thank you for your time:)

Lye Ee

OH, i forgot about this.



I'm Michelle from mass communications,
currently taking Advanced Advertising, Radio Production and Presentation Skills in Chinese. Yup, chinese, i'm proud to be bilingual. ahahahahaha.

I love korean celebrities - Super junior (슈퍼주니어), Dong bang shin ki (동방신기), Wonder Girls (원더걸스), Big Bang (빅뱅), etc. Heard of them? haha. I can read and write hangul, but i can't quite understand what it's saying.

And so, I took Customer Service Communication because since i'm a mass communication student, i should also learn about customer service so that it will aid in my profession in the near future. I believe that whatever occupation you do, you can't run away from handling customers, unless you take stocks everyday or you manufacture batteries. So why not learn it from now?

See you guys in class later!
Btw, do we have class today? or issit e-learning? *die..*

-waves frantically to capture attention-

Hey hey hey!

Alright my name is Elaine, I'm (just like more than half of the class) in Mass Communications Year 3, BUT not specialising. Haha. I basically came into Mass Comm not knowing what I wanted to gain from it. In year 1, i started having passion for TV production. Then in year 2, i gradually developed a small liking for radio.

And SO! Now i'm taking Documentary Production, Radio Journalism, and Intergrated Marketing Comm. Just thought I should keep my options open. :D

Anyway, a more personal introduction of myself: I love to eat, sleep and dance. Yes, quite contradictory, I know, but that's me! I've been dancing since I was six years old. Took up many different forms of dance (chinese, modern, ballroom, jazz, ballet, hip-hop, contemporary... you name it.) but currently doing more contemporary dance.

I also love to eat, like any other (non-anorexic) person. Hee. Especially deep fried foods and ice-cream. And I absolutely cannot live without a good 8 hours of sleep. Thank goodness for dance to help me burn off all the fats. :D

I think I chose to come into Customer Service Communications just like how i decided to come into Mass Comm (with totally no idea what to expect). BUT! I do believe that in time, I will come to understand CSC more and gain more knowledge than what I expect.

Personally I do feel that CSC is important, no matter what field you end up working in. So hopefully I can benefit from this module. In fact, it would be quite intruiging to think in the shoes of a CSC person, rather than always being the customer. Different points of view are always interesting. :DDD

That's all for now i guess. See ya'll in class!

Ciao!

Much love,
Elaine :DD

Hellos (:

I'm Boon Peng from IT, majoring networking =D.

The reason i chose CSC is because i had been working part time in the sales line for 2 years alr. i started when i was 17. i came in tis module as other IS modules doesnt realli interest me at all and i wan to have a better understanding wif customer relations and communication so that it will help in my job. And also to meet new ppl. =D

I also enjoy music. i like to sing too =D. Usually wherever i go, i will always sing to myself coz there's no one to listen to me =( haha jkjk.Kbox anyone? =D i am a sporty person as well. i do sport at least once a week.Usually is bkball wif my ex team mates in sec school. i enjoy japanese cuisine tool. Western too! =). what i don like is sweet stuff like ice cream or candies.

hmmm i dunno wad to say alr. Wanna noe me better? come ask me urself lo. i am friendly =D i don bite =D.

Cya guys soon! nights

Helloo :) the name's Siti Nadzirah Bte Hamzah and ya'll can call me Irah. I'm in my third and final year in Mass Communication, with electives of Advanced Public Relations, Photojournalism and Documentary Production. Thankfully, I'm enjoying them so far and thus hoping to attain the best learning experience possible.

Just a little something about me - I enjoy baking, adoooore cats be it stray or domestic (currently looking after 4 stray cats) and have a developing passion for photography & children. Oh yes, and I love to draw (: here's one of my sweet darlings.


Anyway, getting down to my expectations of Customer Service Communication, I hope this module will be able to better equip me with knowledge and how-to's to delivering customer satisfaction while contributing profitability to the company at the same time. Though this requires practice and ample time to master, i am assured that it is achievable and practical in the working life :)

hello (:

I'm yantong from mass communication and am specialising in Public Relations, Conventions & Exhibitions and Presentation Skills in Chinese :D The reason why i chose these modules is because i like organising and taking part in events and meeting new people!

I also enjoy music and things associated with it (: which explains why i took up dance in primary school and choir in secondary school! Through these CCAs, I've had the chance to learn and perform Malay, French, Japanese, Chinese and English songs, which is another reason why I like languages too. I also hope to pick up other languages like Chinese dialects, Korean...

And like all of you, I LOVE & enjoy eating! Wahaha. Thinking about food gets me all hyped up! My favourite cuisine is Japanese. I like sushi, tempura, ramen, soba, bentos, Japanese curry...Chinese food like dim sum, hand-made noodles...Western food like pastas, pizzas...North Indian food like naan, butter chicken...Desserts too! WA, the list just goes on and on!! :D
I think my love for eating has sparked my interest for cooking & baking too!

OK, back to topic.

The reason why i chose Customer Service Communication is because i feel it is a very relevant skill to have, no matter which job i take up in the future. I'd want to understand why customers react or behave the way they do, so I can deal with the difficult customers!


I guess that more or less sums up what a "short" introduction should be. haha!


see you all in class tomorrow,
yantong (:

Yet some more things to share ...

... not altogether random but hey!!! I've got a facebook account !! Got my real face some more !!! If you're seriously keen, add mi *kekekekeke*

Here's a picture of the products of superior genes ...

... and bad news, I've not got the starbucks contacts worked out yet, so lessons in classroom as per normal for us then *bleah*

Hi

Oh my goodness I thought we were supposed to do 'SHORT INTRODUCTIONS'.

Alright, I usually like to talk a lot to gain much attention to myself but I shall spare the 1000 words essay.
I'm Joycelyn!
If you can't remember who I am, please just refer to the embarrassing-class-group-photo-taken-when-I-wasn't-ready. When it is out.

I like to eat, it's becoming a worry because I'm starting to gain weight. I've been in denial of 'still being the same weight, just losing muscle' for ages but now it's becoming an issue.
Not that it really stops me, given that during the last Customer Service class I finished both packets of biscuits AND chips without much help.

So yes, that's probably something you should know.

Expectations for this class.
I love customer service. I want the interaction with people.
But I have this habit of judging people, and being intolerant for the annoying things people do. So I'd like to learn to deal with the harder customers, because they're actually the ones who'd be loyal if you manage them well.


Alright, I'm done.
See you next week!

Joyce.

Bonjour tout le monde!

   yep this is moi. took it from my fb account lol

Hi everybirdie! 

I'm Lum Xin Mun and you can call me eh...Xin Mun! I'm a third-student from the diploma Mass Communication. I'm currently specialising in Advertising, TV and Print Journalism.

I love what most of you love: Food, sleep, music, movies, celebrities, hunks (lol), books, family, friends, internet, travelling, my CSI dvds, my bed, my garfield pillow, my mickey mouse bedsheet... ok ok I'll stop here haha.

I love life and the pleasant surprises that comes along with it. 

Yes yes, I admit that there are times when I simply think that "life is just a series of distractions designed to get you out of bed" - guilty as charged- but only when I have to wake up when sleep beckons to me (which is usually most of the time haha!)

Since there are so many things that I really really like, I'll just focus on two things: Music and travelling.

To be honest, I think I'll live a monotonous life without music or rather, not really having a life without music. It is such a huge chunk! 

On the way to school today, I was listening to Everything by Michael Bublé (just had to mention him lah) I was marvelling at some cheesy thought - of how important songs are. 

It really is a form of expression; be it feelings or messages.

Take for example, the song Waiting on the World to Change by John Mayer. A simple melody with a clear message: how our generation is doing nothing about current world affairs and taking it as it is. We absorb it much faster than reading about it.

Ok enough of the cheesiness and on to more cheesiness! 

Did you know that I'm a huge fan of oldies (From 1950s)!  Like oh my god, Stevie Wonder is a legend. Ok and many more like Earth, Wind, Fire, Andy Williams, Elvis Presley, Eric Clapton, Phil Collins, ABBA, Carpenters, Ricky Nelson, MJ, Chicago, Queen, Air Supply...etc etc etc X 100

So far, I haven't really found someone who loves listening to oldies as well as I do. 

In actual fact, in terms of music and maybe some stuff, I'm an old fogey at heart haha.

But just to let you know, yes, I do listen to Lady Gaga, Katy Perry, Coldplay, Keane, Jason Mraz, Snow Patrol, Leona Lewis and the likes - thankyouverynice :D.

Next topic would be travelling! 

[Forgive me for being so long-winded, but at a time like 1am you feel like you can just go on and on and spell checks and word minusing is so yesterday haha.]

I love travelling! As always, my dreams to be a traveler, travelling off the beaten track, still stands. It's ambitious I know, but I would rather go and explore a country's culture and environment than have it come to me via travel tour groups or some performance. For me, it's really more exciting to be able to meet people from all over the world, from different cultures and simply share ideas and thoughts. Perhaps, it is also why I had taken up journalism and am loving photography, they serve as a form of record in all my (future) travels. As of now, my plans for travelling is put on hold - because of freaking school - but my next go-to place would actually be East Malaysia for river rafting and trekking o.o 

---------------

I choose CSC because to me, it is one of life's lessons; something that will always to useful. 

It is a form of communication but to a niche audience with certain techniques which I know is very useful whether you are in the HR department or not. 

If there's one thing I'd take from last week's lesson, it would be sincerity. 

As someone who wishes to be part of the advertising industry, it will be inevitable that I will meet all kinds of people and I would have to handle clients.

Most of all I wish to learn how to handle my clients (especially difficult ones) and make them 'see' my sincerity.

I hope to be able to learn how to handle any crisis and put weight in my words.

----------------

Alright, I'm done babbling. Sorry for the long post.

Hope you at least enjoyed reading a part of it haha!

Gonna sleep with the angels now...

Xin Mun *...zZZzzz*

And so I say hello!

that would be me. HAHA

Hello to you and you and you and you


Hi y'all. My name's Alfred and I am a third-year student from Mass Communications. I am specialising in Journalism and Publishing.

Okay so, I am Alfred, you can call me Alfie, Alf or whatever associated nickname you can coin up from Alfred. Just not Albert, or worse, Arthur. (trust me, someone called me that before. Do i look like an Arthur? hahaha) Oh yes, you can call me

Anywho, I like to read. I dig local literature - I think writers like Alfian Sa'at and the like are kinda underrated here. I love to read magazines as well. Newspapers? Well yes I do. I recently picked up reading these sociology thingamajigs, like how birth order affects the way you behave and so on. It's so horrendously cool, I can't even think of a word to replace cool HAHA.

I also love radio. I grew up listening to the radio and it is still my love. And I cannot survive a morning without radio. I would love to have a career in radio, especially as a radio journalist. I also love music, and my playlist is affected by what I hear on the radio (read: very very mainstream Top40s hahaha!)

That said, I am a fan of 80s music. I swear - okay too strong a word - I am certain that there is some 80s boogie wonderland loving star -wannabe inside of me. Like no wonder someone once told me I was one of the most Adult teen she met. Oh sheesh! Yah and add to the fact I think Bell Bottoms should NEVER go out of trend.

Oh yes, I own a couple boho stuff at home too. Heh! See, so much for being an adult teen!

I like travelling too. I totally would love a holiday anytime, at some far-flung city with shops all around. Yes I am urban boy at heart. I like bargain hunting, which is a bit weird for me, but trust me, my friend once said "put Alfred in a mall, and you'd have to run after him all the time"

I'm sure my mother agrees. Hahahaha!

Anywho, I'm a child at heart too. I suddenly found a liking for things that came from childhood. It's so weird, when suddenly i grow older and I like those stuff I used to like when i was a child, like those snacks (I recently rekindled my love for plain butter crackers, yumyum) or those kinda pictures and all. Oh, blame nostalgia.

Or blame being an only child. HAHAHA!

Enough about me I guess, lest I make this some self-introduction-indulgant spiel hahaha.

So I chose Customer Serivce Communication because I am intrigued at the art of interaction. I am from my section's (FMS) student outreach team, where we bring guests on tours during open house adn stuff, so this is part of the job and I am intrigued about the science behind it.

Also, I chose this because I think it's very integral in the so-called new-economy. I think such skills transcend a customer service job, because it is needed in any job. I would say that skills like these are for life, so it really is no harm learning it now. :)


As for my expectations for the module, I hope to have a lot of fun, thorough role playing and games and all. I always am for learning through real-life examples and through some level of fun, as cliched as it may seem.

I also wish to learn the art of pleasing difficult clients/customers. I do know such cients exist all around our city and I would love to know how you can deal with them tactfully. I really salute those who deal with them with much aplomb.

Other than that, I do hope for a cross comparison between service standards here, and that of our neighbours. I do know that the Philippines is famed for its sunny and warm customer service, so maybe an insight into such a service type would be great?


Alright, that's enough reading for you I'm guessing. Oh man, this is so long, I won't blame you if you left before this part hahaha! Until the next post, tahtah :D


Alfred :)

Eunice Ng's Intro & Expectations

Hi Max and all my classmates!

It's been a looonnggg time since I've written a blog post, or used a blog, for that matter... But anyway, here's a little bit about myself.

I am 19 this year, female, in Mass Communication, specialising in Journalism. Currently, I am taking Print, Photo and TV Journalism, and hope to pursue a career, in well, journalism, in the future. I really love writing and production, and it always amazes me when I think about how many words there are in the world, with millions of possibilities of stringing them together, often with very varied results.

I have a few hobbies, such as making music, and listening to music, reading or just relaxing. I am very devoted Christian, and love my family a lot, and sometimes, I don't feel like a normal teenager at all, but that's another story...

Anyway, I signed up for Customer Service Communications hoping to learn more about serving customers, and some good pointers or tricks I can learn to make people happy. Having worked in the service sector before (I served ice-cream at a stall), I was taught a bit about customer service, and thought that it would be useful in the future to learn a bit more, so I can use the skills someday...

Some of my expectations for the module include:
- Learning about customers' needs and expectations in an average setting of say, a restaurant or a shop
- Learning how to serve customer's more than what they expect, or just serving them well enough for them to come back
- Learning how to make customers happy
- Learning how to find out about their needs and wants without having to probe too much, but already naturally knowing
- Learning how not to offend customers
- The basic steps to good customer service (for example, is there a method or procedure to follow?)
- Learning how to serve customers in a way that they not only remember me, but also my company/brand

Ok well, that's all I can think of for now... So cheers!

Eunice Ng

Welcome to the IS Module CSC ...

Hi folks, thanks for agreeing to join me in this endeavour. Afterall, since it is free and we can use it anywhere anytime, why not, right ?

OK, let me be the first to get started, name is Max, been in Ngee Ann for many years and I am your typical IT geek, into all techie stuffs and photography...

What I hope to achieve through this module is to be able to pass on an attitude that is positively contagious, even in an area such as Customer Service. To be able to impart fundamental principles and be able to create a positive Customer Service mindset.