Week 1 discussion
DQ1
The Positive Impact of Customer Service
How does good customer service positively affect both the
company and the customer?
DQ2
Building Relationships With Customers
How can companies build healthy relationships with
customers?
Week 2 discussion
DQ1
Engaging Your Customers
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.
DQ2
Listening to Your Customers
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.
Week 3 discussion
DQ1
Talking to Customers on the Telephone
Choose one of the Action Tips in Chapter 4 of the textbook,
and discuss it with examples.
DQ2
Electronic and Internet Communication
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.
Week 4 discussion
DQ1
Addressing Customer Turnoffs
What causes customers to become dissatisfied and turned
off? How can you prevent it?
DQ2
Emerging Trends in Customer Service
Choose one emerging trend in customer service and discuss
how it is impacting the relationships between companies and customers.
Week 5 discussion
DQ1
Collecting Customer Feedback
How can companies collect feedback from customers, and how
much data should be collected?
DQ2
Handling Customer Complaints
How should you handle a dissatisfied customer? What about a
customer with unreasonable complaints?
Week 6 discussion
DQ1
Using Value to Exceed Customer Expectations
Explain how value and perceived value can be used to exceed
customer expectations.
DQ2
Using Information to Exceed Customer Expectations
Explain how providing accurate and timely information can be
used to exceed customer expectations.
Week 7 discussion
DQ1
Building Customer Loyalty
What strategies can companies use to generate and develop
customer loyalty, and why is that increasingly important?
DQ2
Stress and Customer Service
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?
