1. What does great customer service mean to you?
2. Think of a great customer service experience that you have had. Provide a detailed account of the great customer service encounter. What did the company do right and how did they provide great service?
3. Think of a bad customer service experience that you have had. Provide a detailed account of the bad customer service encounter. What did the company do wrong and how could they have handled this situation differently?

Answer preview

Customer service entails the support and assistance given to a customer before and after purchasing a product or a service. The support the customers receive impacts their experience. Excellent customer service entails meeting and exceeding the customers’ expectations and ensuring that the customer is happy and satisfied with the organization’s products and services. This may entail fast responses, practical problem-solving in case of complaints, maintaining the right attitude when interacting with customers before, during, and after service (Cook, 2010). It also entails ensuring customer satisfaction through effective services which address and meet their needs. Excellent customer service also includes valuing the customer’s time and providing necessary information and resources.

 

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