What does exceptional customer service mean to you?

Exceptional customer service means that you go above and beyond what the member expects, you take that extra step to make them feel that you understand what they are going through and you want this to be the best experience they have ever had. If you are handling a complaint, you do you best to resolve the situation in a calm manner, empathize with them, and let them know you understand. If you can not handle the gravity of the situation, personally escort them to someone who can, explain the situation, showing you understand what is happening, and make sure the other person has taken care of the situation before leaving.