Name: Hossain Ahmed

Student ID: 1835274090

Kick – Ass Customer Service

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:
 The most importantly the customer value creation.
 From this article it is shown that how important to select the
talented reps to handle the todays customers.
 people don't like to make decisions on their own they actually
prefer having someone do it for them. Hence why the controllers
are the top performers.
Write 2 weakness of this article:
 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 lesson from this article I learned in 5 sentences:
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. Organization 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.