Name: Hossain Ahmed

Student ID: 1835274090

Name : Meherun Nesa Kick – Ass Customer Service
ID : 1735297090

Summary of the article in 5 sentences:

This article discussed about 21st century customers behavior and
expectation. Though self-service technologies have been effectively
helping to resolve the customers issue therefore, customer service reps
are facing new challenges. Considering that issue, 7 types of customers
Reps also shown with their respective percentage of quality indicator.
And finally, among the 7 Reps “The Controller” is being called the most
effective solution oriented to deal with the customer expectations.
Mention 4 Basic strength of this article in 4 sentences:
From this article it is shown that:
1. Customer value creation and focus on their needs & wants is very
important.
2. Selecting the talented reps for handling the customers is very
important.
3. How to control the demands of different types of customers
especially overfull & unwholesome demanded customer.
4. How we can empathize performance by using performance
management tools in service organization for providing a better
customer satisfaction level.
Write 2 weakness of this article:
There are some weakness of this articles, these are:
 The Controller identified in this study is none other than the
assertive person leader who is anyway will be recruited to solve
the problem quite easily.
 Choosing only controller will lead the unemployment may cause
another problem.
5 big lessons that we learned from this article, these are:
1. Customers do not like to make decisions on their own all the time,
they actually prefer having someone do it for them. Hence why
the controllers are the top performers.
2. Providing customer with prescriptive guidance that simplifies big
purchase decisions leads to far lower levels of buyer’s remorse.
3. Simply solve customer need.
4. Organizations need to be aware of it. A leading KPI (Key
Performance Indicator) in contact centers is average handle time.
5. Suggesting companies to move away from conventional ways to
respond to customer issues.