dq 1
The Positive Impact of Customer Service (graded) |
How does good customer service positively affect both the company and the customer?
dq 2
Building Relationships With Customers (graded) |
How can companies build healthy relationships with customers?
Engaging Your Customers (graded) |
Choose one of the Action Tips presented in Chapter 2 of the textbook and describe the tip, as well as how you would implement it for a particular company.
dq 2
Listening to Your Customers (graded) |
Choose one of the Action Tips presented in Chapter 3 of the textbook and describe the tip, as well as why it is important. Illustrate your argument with an example.
Talking to Customers on the Telephone (graded) |
Choose one of the Action Tips in Chapter 4 of the textbook, and discuss it with examples.
dq 2
Electronic and Internet Communication (graded) |
Choose one of the Action Tips in Chapter 5 of the textbook, and discuss why it is important. Provide an example of the tip, from your experience as a customer, or your experience as an employee.
Addressing Customer Turnoffs (graded) |
What causes customers to become dissatisfied and turned off? How can you prevent it?
dq 2
Emerging Trends in Customer Service (graded) |
Choose one emerging trend in customer service and discuss how it is impacting the relationships between companies and customers.
Collecting Customer Feedback (graded) |
How can companies collect feedback from customers, and how much data should be collected?
dq 2
Handling Customer Complaints (graded) |
How should you handle a dissatisfied customer? What about a customer with unreasonable complaints?
Using Value to Exceed Customer Expectations (graded) |
Explain how value and perceived value can be used to exceed customer expectations.
dq 2
Using Information to Exceed Customer Expectations (graded) |
Explain how providing accurate and timely information can be used to exceed customer expectations.
Building Customer Loyalty (graded) |
What strategies can companies use to generate and develop customer loyalty, and why is that increasingly important?
dq 2
Stress and Customer Service (graded) |
Customer service can be seen as a kind of emotional labor. How can you reduce stress and prevent burnout if you are a customer service representative?
