Write a minimum of one paragraph for each topic. What are sure-fire techniques f

Question

Write a minimum of one paragraph for each topic.

What are sure-fire techniques for providing superior customer service?

What situations and practices might provide easy traps for inferior customer service?

How can you maximize a customer’s expectations and perceptions about the customer service your company provides?

How does exceptional customer service generate customer loyalty?

· Next, successful companies don’t use technology to replace human relationships, but to enhance them. Companies can sometimes go too far in collecting personal and financial data about their customers. In this assignment, you will consider this issue. of one paragraph for each topic.

Defend an organization’s right to collect customer data. Should the company limit the use of this information?

How does collecting this information contribute to the service culture?

Forecast what you think the customer service infrastructure will look like in five years

Explanation / Answer

1)

Customer servivce have never been more important that they compete not only with brick and mortar businesses but also with other online competitors. Customer has plenty of options meaning that businesses need to provide exceptional services.

These are the techniques to provide the superior custmer service

Accountability

More than ever before consumers are holding companies to a high standard when it comes to delivering exceptional products and services. When companies make claims in their advertising and other communications, customers fully expect them to honor those claims. This applies not only to product quality but, importantly to service delivery as well. Availability of products, delivery expectations, return policies--when companies promise, customers expect them to deliver. Companies that can't meet this expectations, will find that they not only lose the customers they have, but the customers who leave will spread negative word-of-mouth, which can hinder their ability to gain new customers in the future.

Open Ears And Open Minds

Listening is a critical skill for any customer service interaction. The first step when responding to a customer complaint or concern--or even when receiving a compliment--is to listen attentively and non-defensively to what the customer has to say. This involves being alert to not only verbal, but non-verbal cues when the interaction is in person. Customer service representatives who are adept at listening carefully to customers to determine what may be behind their concern or question are valued by customers and companies alike.

Meeting Customer Needs

Companies and salespeople who build strong relationships with customers do so by building trust and meeting their needs, even when they personally can't meet their needs.

Developing Relationships

Customer service involves building relationships with customers so that they come to trust, rely on and recommend a company's products and services to others. Companies are interested not just in a single interaction with a customer but, hopefully, with many interactions. Treating each encounter as an opportunity to build and strengthen the customer relationship is a critical customer service skill.

2)

These are the 5 traps which i feel will cause the failure of customer service

1.     Hiring. Companies don’t take the time to hire the right people. Hiring right doesn’t mean selecting someone based only on skill or competence. People have to have some aptitude for customer service, be able to be trained and fit well into the company’s culture.

2.     Vision. The company vision, at least for customer service, must be clear. Many times companies’ vision statements are long and wordy. The best statements are one sentence or less in length, and employees get it.

3.     Training. Some companies don’t take the time and effort to train all their employees. Everyone has to be on board and in alignment with the customer-service vision. That can only come through training and ongoing reinforcement of the vision.

4.     Ownership. Employees who don’t interact with the customer may not take ownership of customer service. This couldn’t be further from the truth. Everyone has a customer, be they internal or external. Customer service is more than a department with customer-service reps. (Jan Carlson, former president of Scandinavian Airlines, once said, “If you aren’t dealing directly with the customer, you probably support someone who does.”)

5.     Consistency. At some companies, customer service is inconsistent—sometimes great and sometimes horrible. This inconsistency erodes customer confidence. The key is to deliver a positive customer-service experience that is predictable and reliable.

3)

We can maximize the customer expections and perceptions about the service we provide is

By showing the customer appreciations we receive about our service

By greetng the customer warmly as he walks into our store

Always be personable and treat each customer like the unique entity and individual they are.

4) Exceptional customer service generate customer loyalty

Always "Over-deliver". This may seem simple but doing this with genuine, non-business related follow-ups, thoughtful referrals, congratulatory social media shout-outs for your customers’ personal achievements/milestones, hand-written notes and heartfelt gifts, which will really help generate a higher level of trust with your company. This trust is key for creating customer loyalty.

Customer has many choices. Means you have to stand out with your service. Put yourself in customer shoes. Even the way that your business handles customer issues or complaints can spark customer loyalty. Going above and beyond expectations when resolving issues can turn an angry customer into a loyal customer for life.

5)

Defend an organization’s right to collect customer data. Should the company limit the use of this information?

How does collecting this information contribute to the service culture?

Forecast what you think the customer service infrastructure will look like in five years

A customer database and purchase history is a must-have for every small business. If we have the customer's database, then we can update him on our new services/offerings which may excite him to visit u once more.

Not only will leveraging customer info support sales every day of the year, but your customer database will be a valuable asset when you sell your business.

In furure the cusomer service infrastructure is going to look like this

Cloud – As controversial as the use of cloud for customer service is in certain environments, the conversations about how to ensure security and performance in the cloud, how the advent of cloud-based communications and leveraging new vendors and models to replace the hardware and technology that has been there forever (IVR, ACD, etc.).

Automation

Cloud – More cloud evolution (few finished internal and external infrastructure); more cross-channel (beginning to see first solutions implemented and showing results).

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