11 May Customer Service Excellence
Customer Service Excellence
Introduction: Specify the need for providing customer service excellence, along with key factors that contribute to great service. Also give clear, concise examples of what excellent customer service entails, with transparency from the customer’s point of view.
Qualities of Good Customer Service
Time management
Quality
Doing things right the first time
Good communication
A pleasant disposition
Tone of voice
Eye Contact
Empathy
Attentive at Addressing my concerns
Patience
Good listener
Closing
Contributing to the Organizational Culture
Having a positive Attitude
Being Knowledgeable about the organizations and products offered
Wearing professional attire (following dress code)
Accountability
Responsibility
4. Customer Expectations
Clean environment
Quality products
Smooth transactions
5. Types of communications
Face to face
Telephone
Video
6. Strengths and Advantages of Customer Service
How they show up for work
Having strong work ethics
Taking the initiative
Being accountable
7. Handling Customer Rudeness and Conflicts
Customer recovery
8. Customer Feedback
Tracking mechanism
Surveys
Reward Programs
9. References:
Lucas, R. (2018). Customer Service Skills for Success (7th Edition). McGraw-Hill Higher Education (US). https://coloradotech.vitalsource.com/books/9781260157505
The Right Words at the Right Time – Customer Service Recovery for Business (n.d. June 3,2015)
https://youtu.be/Z2iBxdF1lNg (Picoult, J., August 14, 2017)
Within the Discussion Board area, write 400–600 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas.
The discussion assignment for this week will be a review of the Key Assignment (KA) Draft from other students. For this DB, students must post a one-page outline of their KA Draft for peer review. Attach your document to your main discussion post, and include any notes that you feel are appropriate in the post. You are not being graded on your Key Assignment Draft at this point. The purpose of this assignment is to help improve the quality of your Key Assignment.
This is supposed to be in outlikne format
