customer relationship management

1. Explain the difference between The Quiet Customer and The Vocal Customer. Produce a customer service scenario for each customer type where you as the CSR use the best approaches to resolve the situation. 2. What is Customer Self-Service and why is it a popular method of proactive problem solving that companies use? List the URL(s) (website address) of a local/regional company's (not a national chain) website customer self-service page(s) that provide the following customer self-service components: Frequently Asked Questions, Contact Information, Customer Feedback Form, Live Chat, Online Customer Forum. 3. Describe three customer feedback survey instruments that businesses use. Research and create a 15 -question customer service feedback survey for a massage therapy business. 4. Describe a local business that you regard yourself as loyal to and then explain two customer retention strategies they use to keep you as a customer. 5. Why is it important for managers to use measurable customer service standards? Cite two examples of measurable standards you have followed in previous work experiences. 6. Research the Occupational Outlook Handbook website and, in your own words, summarize the information regarding the CSR occupation. What are the duties, the working environment, and job outlook? 7. What are two reasons why a company should train a CSR? Give an example of a negative customer service situation with an untrained CSR. What are two reasons why a company should empower a CSR? Give an example of a negative customer service situation with a CSR who was not empowered by the company. What are two reasons why a CSR should be rewarded? Give an example of a reward program for CSR's. 8. What are five qualities/techniques a successful customer service manager uses to motivate CSR's and give an example of how the manager can implement each