Customer Service Plan: Exceptional Customer Experience
Course Scenario
As you continue in the Emerging Leaders Onboarding Learning and Development program for the second quarter, you have experienced a few successes and now some wins. During this onboarding program you have continued to participate in assessments and have now completed a leadership development and a strategic plan outline. Now let us continue to move forward in the onboarding program where you are now being asked to develop a customer service plan outline to help you to demonstrate your ability to distinguish operational practices that will create an exceptional customer experience.
Instructions
For this customer service plan, establish an outline to distinguish operational practices that will create an exceptional customer experience program by addressing and answering the following questions:
What is an exceptional customer experience? Explain how you as an Emerging Leader will define an exceptional customer experience for your organizational customers.
What steps should team members take to create an exceptional customer experience? Explain how you as an Emerging Leader will develop your team members to implement these steps.
What metrics will you use to measure the effectiveness of an organizational exceptional customer experience program? Explain how you as an Emerging Leader will use these outcomes to sustain and maintain an organizational exceptional customer experience program
Customer Service Plan
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Exceptional Customer Experience
Customer experience can only be considered exceptional if it goes beyond meeting their basic expectations and strives to create a memorable positive interaction with the organization concerned. This will necessitate the organization to constantly deliver the highest quality products and services, regardless of the circumstances. My definition of an exceptional customer experience is complex and requires that most parameters are met. First, timely and pleasant delivery of products and services will ensure that my customers receive what the need promptly and in a manner makes him or her feel valued and respected. Second, transparent and open communication channels with customers build trust. This may involve information on commodities, response to their inquiries, and constant information exchange even after the after-sales services are completed. Moreover, problem-resolution skills must be in the customer's best interest. Customers' concerns should be addressed immediately, and a fair resolution must be met. I will do this by constantly turning problems into opportunities to showcase excellent customer service (Bough et al., 2020). Central to all these is that I will exceed the customer's expectations by exceeding what is