Analysis should include

examining new techniques in customer service for online and brick-and-mortar stores
explaining the importance of continued development of customer service efforts
examining applications of innovative customer service techniques in actual businesses.

Process/Skill Questions:

How do customer service techniques and procedures differ from one business to another?
What are the benefits of innovative customer-service techniques?
What are the consequences of failing to evaluate customer-service techniques?
How is customer service different for electronic businesses?
How can customer service be used as a competitive tool?
How can social media be used to enhance customer service?
What are your positive customer service experiences? What made them positive?
What training can a sales team participate in to learn to enhance their customer service skills?