(Optional) Explain the importance of customer service.
Explanation should include
- the concept that customer service reflects the ability to balance the customers’ needs with the company's policies and profitability
- the importance of customer service in
- establishing customer loyalty
- establishing, improving, and maintaining the company's image
- increasing customer satisfaction
- creating referrals
- experience/service design.
Process/Skill Questions:
- How can a salesperson offer customer service?
- How does customer service complement the sales transaction?
- How do employees who are not in sales or customer service provide customer service?
- How is knowing another language valuable in customer service?
- What potential effect does customer service have on a business?
- How can poor customer service affect a business?
- What metrics can be used to determine customer satisfaction?
- How is customer service in B2B different from customer service in personal selling?
- How can businesses use technology to provide reliable customer service?
- How can businesses use online services (e.g., reviews, social media) to improve customer service?
- How does the service design effect the experience design?
- What strategies can be used to improve customer service in B2C environments? B2B? B2G?