Customer Service Matters

You work in the customer relations call center at Trexpedition, an online international booking agency that provides its customers with a one-stop shop for hotel, airline, cruise and rental car booking. In your role as a customer service representative, you have become an expert at answering customers’ questions, promoting products and services, and coordinating notifications to communicate to customers. As Trexpedition has grown in popularity and gained more market share in the online booking industry, its customer base has expanded, meaning the department has had to hire several new employees. You have been selected by your boss to create informational materials to train the newcomers in what quality customer service is all about at Trexpedition.

Directions
Part One—Importance of Customer Service: In this Project, you will create an informational guide for new hires in the customer service department at Trexpedition. In the first half of your guide, explain why high-quality customer service is important to an organization. Be sure to explain the following concepts, including how they impact revenue, and how both high-quality and poor customer service impacts each:

customer churn (also known as customer attrition)
customer retention
Part Two—Understanding the Customer and Products: In the second half of your guide, provide an explanation of the concepts of customer knowledge and product knowledge, describing their importance to the role of customer service. Explain how a customer service representative’s customer and product knowledge can impact the overall experience that a customer has when engaging with an organization. Include a discussion of the following key concepts:

Customer knowledge: Explain why it is important for customer service representatives to clearly understand their organization’s customers. Describe the key skills related to customer knowledge, including demonstrating empathy for customers, and acting in their best interests. Provide specific examples of ways in which customer service representatives might call upon their customer knowledge to provide an overall better customer experience.
Product knowledge: Explain why it is important for a customer service representative to develop a detailed understanding of his or her organization’s products or services and their features and benefits. Provide specific examples of ways in which a customer service representative might call upon his or her product knowledge to provide an overall better customer experience.
Note: The information in your guide does not need to be specific to Trexpedition. In other words, try to cover these concepts in a general sense that could apply to any customer service professional.

These are links to public external resources.

https://go.forrester.com/blogs/12-10-21-why_pay_attention_to_your_customer_service_because_it_will_impact_your_revenue/

https://www.startupdonut.co.uk/sales-and-marketing/looking-after-your-customers/understanding-customer-retention-and-churn

https://www.inc.com/adam-heitzman/5-strategies-guaranteed-to-improve-client-retention.html

https://smallbusiness.chron.com/excellent-product-knowledge-important-field-customer-service-66983.html

https://smallbusiness.chron.com/improve-employees-product-knowledge-19370.html