ABSTRACT
In the new age of customer service, there are those who argue that canned ‘scripts’ are the direct opposite of great service. Customer service should be a conversation instead of a cold, formal, and lifeless play on words. With customer service the aspiration is to stand out from the crowd – surpass the competition and become indispensable. This is where flexible responses can be quite useful. These responses allow the customer service representatives to have an idea of what to say to customers but also allow for flexibility to adapt and add their own personality to the conversation. The idea of customer service can be quite reassuring for those companies whose goal is to create an excellent customer service experience. Customer service best practices need to be tailored to each customer’s precise needs or situation. This chapter details several customer service practices that will most certainly drive customers and potential customers right into the arms of the competition.
