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Successful Customer Service

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Service mentality

As a customer service representative, Write on the following topics what will you do different in the past and the future as customer service representative to be successful in your daily work..

Empathy, Enthusiasm, Ownership, Responsibility, Adaptability, Balance, Resiliency,

Determining Caller Needs

Better Listener, Welcome the caller, Concentrate, Keep an open mind, an assumption, Feed back from the consumer, Take notes

Open and close ended question

Probing question

Echo question

Leading question

The and Technique

Interpreting question

Six Cardinal Rules

a) people before paper work

b) don't rush your caller

c) be friendly before you know who it's

d) don't be too busy to be nice

e) don't use jargon language

Business curt to courteous

Voice, Tone of voice, Words, Body language, Listener perception, Communication Tools, Volume

Delivering business friendly customer services

People are not just friendly

Solve the problem

Show empathy

Smiles do be cold.

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Solution Preview

Service Mentality: This link will help: http://hvacrdistributionbusiness.com/mag/service_mentality_characteristics/
The seven main parts of service mentality are:
-Empathy. This is when you put your self into the shoes of the customer and feel their pain, frustration, or anger. As a customer service representative this is key for helping to understand the customer's position.
-Enthusiasm: being spirited and engaged with the customer.
-Responsibility: being held accountable for giving great service. Don't pass the buck.
-Resiliency: this is tough for sales people who spend their days making calls, dealing with unhappy customers but is key to success. You must bounce back after tough sales, tough customers.
-Balance: making sure you walk the fine line between helping the customer as much as possible but maintaining profitability for your company.
-Ownership: this ties into responsibility. Basically taking charge of the customer regardless of what has happened in the past and working to make/keep the sale.
-Adaptability: being flexible to the customers needs, demands.

One of the key ingredients in customer service is determining the caller needs. Some customers call to complaint. As a customer service representative you need to be prepared to listen and acknowledge the customer's frustrations. Other customers call with very small, easy to answer issues-in fact, so easy that the answer can be readily found on the internet, service manual or with common sense. These customers often are lonely and want someone to talk with. It is important to be kind to these customers but ...

Solution Summary

This detailed solution outlines and describes the importance of empathy, enthusiasm, responsibility, adaptability, resiliency, determining caller needs, importance of open/close ended questions, probing questions, echo questions, leading questions, interpreting questions, voice, tone, customers before paperwork, and a host of customer service issues. It includes examples, and links.

Similar Posting

Personal Selling & Customer Focus

You are a salesperson for a small boutique shop, Studio Productions, specializing in print design, web design, motion graphics, DVD production, and presentations. Your company is located in an urban area where there is much competition in a dwindling economy.

The company consists of the original 2 owners/partners, 1 office manager, 1 project manager, 3 designers, 1 technical support person, and 3 salespeople. Although the company is small, they have been in business for over 10 years and have some key alliances. Some of the large advertising firms and public relations firms outsource work to your shop. Some of your projects are outsourced for: printing, slide production, high-end video edits, and illustration.

With the changes in the economy, the company has chosen to stay small in order to respond quickly, but revenues are continuing to drop, and repeat business is slowing considerably. More often, the owners are bartering services with alliances because liquid assets are unavailable. The 2 owners serve as artists/ designers, sometimes salespeople, and also attempt to lead marketing efforts, but without a strategic marketing plan.

Clients tend to be friends of the owners, one-person businesses, advertising agencies, large internationally recognized companies, and marketing or sales professionals in various industries.

In this small firm, many times salespeople and/or designers act as project managers, which takes them away from bringing in new business or working on projects. This has been a frustration for the sales people since they work on commission and they are not paid separately for managing projects. The designers also get frustrated when this happens, because they end up receiving creative direction from a sales person and not an art director/creative director. Also, when the designers end up project managing, their time is split and objectivity on the project may suffer, resulting in a less refined outcome.

To turn the company's business around, the company owner decided to boost sales. As a result, your responsibilities as a salesperson will be expanded to include: prospecting new business, servicing existing clients, keeping clients informed of project progression and listening to their feedback, communicating with internal staff regarding client projects, generating more business from existing clients, participating in networking/ business events to generate more contacts for building new business opportunities.


The owners were impressed with your argument that good customer service equals more business. "Customer service" is now officially a salesperson's responsibility.

You've been "elected" by the other two salespeople to take the lead in getting everyone up to speed.

Think about how well Studio Productions has been at creating a successful customer service system (internally and externally). Develop a short presentation answering the following questions:

What are the 4 characteristics of a successful customer service system?

How could both internal and external customer service be improved at Studio Productions to affect customer satisfaction and loyalty?

What is a blueprint of customer service systems?

How can Studio Productions use a blueprint in creating successful customer service systems? What would be an example blueprint?

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