CUSTOMER SERVICE – HOMEWORK WEEK 21Customer Service – Homework Week 2Customer Relations and Servicing – 2Instructor: Theresa BilliotEverest University OnlineJuly 24, 2016
CUSTOMER SERVICE – HOMEWORK WEEK 2 2Customer Service – Homework Week 2 Part 1What are sure-fire techniques for providing superior customer service?Customer service representatives have the responsibility and opportunity to build positiverelationships 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 chanceto 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 todo to take care of the customer” (Gibson, 2014, pg. 44).