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business
consumer behaviour
Customer Service Skills For Success 8th Edition Robert Lucas - Solutions
How can exceeding customer expectations be beneficial to an organization?
What is the risk of an organization failing to demonstrate high ethical standards?
What are some tips that a service provider might follow to enhance customer satisfaction?
What is a code of ethics and what role does it play in building a stronger customer–provider relationship?
What are six common customer needs?
How well do small businesses deliver quality service and retain customers?
List some of the common qualities of service providers that affect customers.
What factors have you seen small businesses faced with in the past couple of years?
If you do say something to the other agents, your boss, or the potential buyer, what are the potential repercussions for you?
If you do not say anything, is there any potential liability? Explain.
What technology have you witnessed small business owners using to gain and retain customers?
Should you say anything to the potential buyer? Explain.
Are there issues related to customer service and retention that small businesses face more than large ones? Explain.
Should you say anything to anyone in the office? Explain.
What are the ethical issues in this situation? Explain.
Do you think the qualities and skills Jack highlighted apply to any type of service position? Explain.
What are the three types of channel partners?
What is a channel partner?
What is meant by churn rate?
Jack stated that you have to create an environment that aligns with customer expectations. What role does the individual service representative play in this process.
What does customer relationship management (CRM) involve?
What are some typical strategies that can be used to gather customer information?
What are some strategies that you can use to build customer trust?
How do recalls impact customer trust in an organization or industry?
What additional challenges in working with customers have you experienced personally or witnessed as a customer? How does the way a service professional handles these challenges impact an organization’s reputation?
Why is trust so important to the customer–provider relationship?
How have mobile and other technologies affected customer loyalty?
What is the most important thing to remember about trust related to customer loyalty?
In addition to what you read related to qualities and skills, what other characteristics must a successful customer service professional possess?
What is customer loyalty?
What advice do you have for those working in the customer service profession to increase their effectiveness and success?
What additional challenges do you think today’s customer service professionals face? How might they effectively handle them?
What changes have you experienced or heard about in the customer service profession?
What additional changes have you seen or heard about in the customer service profession? How do these affect the way that you and others in the profession must act when dealing with customers?
If you had experienced the customer situation that Jim and Melissa described in question 3, how would you have handled it?
How do the challenges suggested by Jim and Melissa apply to other organizations? What challenges have you experienced as a service provider or from a customer perspective?
Based on what you have learned in this course and/or have personally experienced as a service provider, do you agree with the rewards of customer service that Jim and Melissa mentioned? What other rewards do you believe can be derived from working with customers?
Do you think the qualities and skills that Jim and Melissa highlighted are important in any service position? Explain.
In addition to suggestions from Ed and Rose, what advice do you have for people in the customer service profession?
How could these companies improve service with new, different, or upgraded technology?
In what ways has technology hindered one or more of these companies from delivering effective customer service? Explain.
How successful were their employees in using the technology provided to them to service customers? Explain and give examples.
What are some of the types of technology that you have witnessed these businesses using to serve their customers?
What elements should a message effectively taken over the telephone contain?
List several ways to use voice mail effectively.
Do you believe that the qualities and skills that Luke described are applicable to both small and large businesses? Why or why not?
When transferring a call, what should you remember to do?
What are some strategies for delivering effective telephone service?
How can you create a positive image over the telephone?
List some effective communication techniques when talking to customers over the telephone.
What are some of the advantages of conducting service via the telephone?
Added to the solutions to challenges that Luke identified, what other strategies would you recommend for customer service professionals?
What would you do in this situation?
Are there any ethical issues here? Explain.
Are there any potential legal problems with this policy? If so, what might they be?
When sending facsimile messages, what should you consider?
What are some commonsense etiquette rules related to using e-mail to deliver customer service?
List many strategies that organizations are using to maintain a high-touch relationship with current and potential customers.
In addition to the changes in the customer service profession mentioned by Luke, what other changes have you experienced or read about and how do they impact service delivery in an organization?
List some of the disadvantages of technology related to customer service.
What are some advantages of technology related to customer service?
In what ways are organizations tapping technology to better serve potential and existing customers?
How many common call center technologies can you list?
What are some trends leading to the expansion of the use of technology to serve customers?
What are some reasons why technology has assumed a more dominant role in customer service?
How is CRM software being used in call centers?
What are some traditional call center technologies and how have they improved customer service?
How have changes in technology changed the look and operation of call centers?
What is causing the number and size of call centers in the United States to shrink?
In what ways are the Internet and technology affecting people and businesses around the world?
What additional advice can you add to what Luke offered related to people entering the customer service profession?
Why is “service sector” a more appropriate term than “service industry”when describing customer service?
What are common characteristics of leading-edge customer-focused organizations?
How has the concept of customer service evolved since its origin?
What is customer service?
In what three ways is today’s economy affecting jobs?
Of the 12 societal factors that have affected customer service, which do you think has the biggest impact? Why?
What are the societal factors affecting customer service?
In what ways have recent worldwide economic events caused a shift in consumer behavior?
What are the six components of a service environment?
Which service environment element do you believe is most important? Why?
Do you believe that there should be a difference in the way you deal with internal and external customers? Explain.
What is a learning organization, and what role does it play in helping create a competitive advantage?
What is service recovery and what must be done to make it happen?
What level of customer service have you experienced from small businesses in your local area? Explain.
In what ways have you seen service providers in small businesses excel from a service standpoint?
In what ways have you seen service providers in small businesses fail from a service standpoint?
If you were a small business owner, what are five things that you would do to ensure that your customer needs are met?
What are the elements included in a successful service organization?
What does the acronym RUMBA stand for and how does it relate to your service roles and expectations?
What part do rewards and management support play in successful customer service?
Why is it important for an organization to conduct inspections of its systems and practices periodically?
In what ways can an organization demonstrate that its policies and practices are customer friendly and show that the organization cares for its customers?
How do service delivery systems tie into the culture of an organization?
What are some of the measurement tools used by organizations to collect service data?
How can you determine what type of service environment exists in an organization when speaking to supervisors or interviewers?
What do you believe is the most important strategy for communicating a positive service culture? Why?
What are some strategies for giving personal recognition to your customers?
How might you exhibit enthusiastic service to your customers?
What is the feel, felt, found technique and what does it potentially communicate to a customer?
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