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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




Doing things right the first time


Good communication


A pleasant disposition


Tone of voice


Eye Contact




Attentive at Addressing my concerns




Good listener




Contributing to the Organizational Culture


Having a positive Attitude


Being Knowledgeable about the organizations and products offered


Wearing professional attire (following dress code)






4. Customer Expectations


Clean environment


Quality products


Smooth transactions


5. Types of communications


Face to face








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



Reward Programs


9. References:


Lucas, R. (2018). Customer Service Skills for Success (7th Edition). McGraw-Hill Higher Education (US).


The Right Words at the Right Time – Customer Service Recovery for Business (n.d. June 3,2015) (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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