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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

 

Email

 

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

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