HW WK 2 - 1 Customers with high expectations make a...

1. Customers with high expectations make a business better. The secret is to use a
customer’s high expectations as an opportunity to maximize customer retention and
improve service. In this assignment, consider how companies turn high expectations into
exceptional customer service. Refer to Chapter 3 as you complete this part of
assignment.
Review the What Do You Think Now? Project 3.1 on page 53. Write a minimum of one
paragraph for each topic.
o What are sure-fire techniques for providing superior customer service?
There are quite a few things you can do to ensure to provide superior customer service.
First you’d have to know how to apologize, even if the customers are the ones in the
wrong you have to know how to still strive to make that customer happy and keep their
business. Another key is getting personable ; addressing customers by name is so easy and
powerful. Empower your employees to do their jobs. If you are a boss, y ou can’t be
everywhere at once, so give your employees the freedom to do whatever it takes to help
customers the moment they need it. A big difference between decent and great service is
all about what happens after customers leave your store. Don’t just nod your head when
someone makes a request or a suggestion; show them that you heard them, by your
actions.