Who is a Service Excellence Associate?

What is customer-service excellence?

• Answer:

  Customer-service excellence is giving customers an experience they remember positively. To deliver world-class customer service, you have to make the customer feel as though he is the most important person in the world.GreetingCustomer-service excellence starts when you greet the customer, whether it's in person or on the phone. You have to have a positive greeting that stands out. Something to the effect of "With whom do I have the pleasure of speaking?" would be a good phone greeting.Positive AttitudeAlways smile and have an upbeat attitude even if you are on the phone. The way you feel will be relayed in the way you address the customer. When you smile it comes through in your voice.KnowledgeableAlways have excellent knowledge about the features and benefits of your products and services. The customer can tell if you are knowledgeable or not. If you have to put a customer on hold to get information ask her if it's okay. Thank the customer for holding when your return to the phone.Good ListenerGive the customer your name and listen intently to his issue or concern. Paraphrase so that you can clarify the exact problem and let the customer know you understand. Customers like it when someone listens to what they have to say.Problem ResolutionWhenever there is a problem, do everything in your power to get the issue resolved. Take ownership of the problem. If you have to involve others to correct the situation let the customer know.BenefitsCustomer-service excellence is an understanding that the customer may not always be right, but she always deserves your respect, enthusiasm, dedication, passion, hard work, sincerity, honesty and integrity when it comes to addressing her concerns.Source:http://www.insiderreports.com/storypage.asp?storyID=20003302&ChanID=BZhttp://www.durhamregional.org/team/customerservice