A critical part of technical support is providing consistent, effective, empathetic responses to customer issues and inquiries. Providing Outstanding Customer Service will focus on best practices to apply during customer service events.
All service businesses and departments are faced with offering two types of service:
1) a routine service which accounts for the bulk of service transactions – e.g. dry cleaning a customer’s garments; and
2) a non-routine service which becomes necessary when an exception or problem occurs – e.g. dealing with a customer who returns to the dry cleaner with a damaged garment.
Non-routine services, although less frequent, can have a disproportionately large impact on the image of the service provider. Every time a non-routine situation arises, the provider and the department are put through a crucial test. Effective responses in these situations will enhance reputations (personally and departmentally) through invaluable word-of-mouth communication. Quite the opposite result will emerge if the non-routine situation is handled improperly. One differentiator of this program will be its focus on non-routine situations.
