Identify the operational components of customer service.
Identification may include
- policies
- procedures
- technologies (e.g., customer relationship management software).
Process/Skill Questions
Thinking
- What skills are required in order to deliver quality customer service?
- What is a consumer-centric business?
Communication
- How do listening skills affect the quality of customer service?
- How can good communication skills help solve customer problems?
Leadership
- What characteristics are important to quality customer service (e.g., empathy, sensitivity, friendliness)?
- What actions should be taken to resolve customer problems quickly?
Management
- What steps should be followed to provide quality customer service?
- Why should a company develop a customer service policy?