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Customer Service Discussion Paper

Instructions

1. Select the What is customer service? The 7 Essentials to Excellent Customer Servicelink to view the video.
   Summarize the information presented in the video. In your response, also provide your definition of customer service. (2 paragraphs)
2. Select the How Good is Your Customer Service?link and take the self-test quiz.
   Provide your score and a brief analysis as well as improvement tips. (1 paragraph)
3. Select the 16 Customer Service Skills that Every Employee Needslink and read the blog on needed customer service skills.
4. Of the 16 customer service skills provided, list and briefly explain five skills you feel are most important to you. Identify two skills where you need improvement. What is your plan of action to improve in these identified weak areas?
5. Select the 10 Reasons Why Good Customer Service Is Your Most Important Metriclink and read the article on why customer service is the most important metric. Answer the questions below.
6. At your place of employment, what steps are taken to ensure that customers receive good or exceptional customer service?
7. Read the customer service scenario below and respond to the posed question.

You are a customer service manager for a major retail store. Six associates were scheduled to be at work, but only four showed up. The store is swamped and the customer return area has a long line. The sales associate working the area was supposed to get off two hours ago but has to wait for the next associate to come on board who is running late. A customer approaches the associate and is rudely greeted and shows dissatisfaction with the customer because she is returning a $400 vacuum cleaner. The customer explains that she just wants to exchange the item for another type, but the sales associate refuses to listen to the customer. She refunds the customer’s money, hands her the receipt, and moves on to the next customer. The customer is so furious that she finds the customer service manager and tells him about the exchange between her and the sales associate. How would you as the customer service manager deal with this situation?