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

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

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).