Customer Service2_Week 2_Homework.docx - CUSTOMER SERVICE \u2013 HOMEWORK WEEK 2 1 Customer Service \u2013 Homework Week 2 Customer Relations and Servicing

Customer Service2_Week 2_Homework.docx - CUSTOMER SERVICE...

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CUSTOMER SERVICE – HOMEWORK WEEK 2 1 Customer Service – Homework Week 2 Customer Relations and Servicing – 2 Instructor: Theresa Billiot Everest University Online July 24, 2016
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CUSTOMER SERVICE – HOMEWORK WEEK 2 2 Customer Service – Homework Week 2 Part 1 What are sure-fire techniques for providing superior customer service? Customer service representatives have the responsibility and opportunity to build positive relationships with each and every customer they interact with. One way to ensure customers are served to the highest possible level is to, "Deliver more than you promise. Make sure you give your customers more than they request, and ensure it is something they will value" (Gibson, 2014, pg. 45). Moments spent with customers are opportunities for a company to shine. Skilled customer service representatives use these moments to their advantage, viewing them as a chance to influence a customer’s perception of excellence in service. It is up to the customer service representative to incorporate affirmative elements into each interaction, such as calling customers by name (when possible), using the customer’s previous preferences to complete a current transaction, or immediately and promptly resolving a customer’s concerns (Gibson, 2014, pg. 44). Going above and beyond what is expected by a customer should be every service representative’s goal. In order to facilitate a favorable outcome, CSRs should ask themselves questions to promote creative and individualized actions, such as, “Where can I add value to this customer’s experience?” Questions such as these give CSRs a chance to add “…something special…” or unexpected to a customer’s experience; in the end, doing “…whatever they have to do to take care of the customer” (Gibson, 2014, pg. 44).
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