Assignment-1 “Kick – Ass Customer Service”

Group Members Name ID

Md. Hossain Ahmed 1835274090
Meherun Nesa 1735297090

Course Name: Principles of Marketing and Management

Professor’s Name: Professor Md. Mizanur Rahman

Submission Date: 22.02.2019

  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.