One of the best ways to understand how to develop and to ultimately manage “good” customer service skills is through evaluating your own experiences as a customer All of us, at times, are both a...

One of the best ways to understand how to develop and to ultimately manage “good” customer service skills is through evaluating your own experiences as a customer All of us, at times, are both a customer and a customer service provider

Think about a recent experience as a customer For example, perhaps you purchased consumer goods at a store or you found it necessary to return merchandise Perhaps you visited a local restaurant or contacted a help desk for technical support

• Identify the firm and its core business


• Describe the situation Was this situation an incident, a problem or a request?


• Did you interact live with a Customer Service Representative (CSR)?


• Did you use any self-services?


• What were your expectations? Did the CSR set your expectations or were you left to set them on your own?


• Were your expectations met?


• What did the CSR do well? For example, did the CSR demonstrate a “can-do” and caring attitude? Did this CSR go the extra mile for you? Did the CSR take ownership of the situation?


• How could the provider improve?


• What are your conclusions? How did the service impact you as a customer? Did you feel valued?


• If you were the manager, what steps would you take to improve customer service and support?