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In Chapter 3 we discussed what makes up exceptional customer service. Using the terms and concepts from Chapters 2 & 3, answer the questions below: Book required:- The World of Customer Service,3rd Ed. 365-Day Access (Answer the questions briefly)

1. What are the challenges that different generations of customers present for a CSR who strives to provide exceptional customer service? Be specific and reference Serving Different Generations, (Chapter 2).

2. From Figure 3.4 on page 51 of the textbook, which of the fundamental service skills do you believe is most important, and why? Write at least five sentences to explain your reason for choosing that skill.

3. Recall a recent purchase you have made that resulted in exceptional customer service. What made that experience exceptionally?

4. Based on what you learned from the book and from your own experience, list three actions or behaviors that you think advance Extraordinary Customer service.

Figure 3.4 identifies the critical skills CSRs need as well as the tools and technology they use when applying those skills. WHAT DO YOU THINK 3.3 Which service skills, shown in Figure 3.4, are the most difficult for you? Describe why you chose the ones you did. 50 51 REMEMBER THIS FUNDAMENTAL SERVICE SKILLS TOOLS AND TECHNOLOGY know how to: Tools: build rapport, uncover needs, listen, empathize, Autodialing systems clarify, explain, and delight customers. Wireless telephone systems handle customer complaints, irate customers, and Wireless telephone headsets challenging situations. Multi-line telephone systems avoid misunderstandings, manage expectations, and take responsibility. Technology: work in teams and build internal cooperation and Contact center software communication within the organization. Customer relationship management software communicate well in writing, and speak effectively Electronic mail software to others to convey accurate information. Enterprise resource planning software show a positive customer service attitude and Network conferencing software actively look for ways to help people. Figure 3.4 Service Skills and CSR Tools and Technologies