Explain the difference between customer expectations and customer perceptions? Identify three companies today where customers might have a preconceived notion of the quality of service they might expect to receive. Why? Why are first impressions important in a customer service situation? Describe five examples of practices that constitute a baseline standard for serving customers. Explain the three categories of customer turnoffs. Give a real-life example of each. Why is customer loyalty so precious to a business or organization? Describe a local business that you regard yourself as loyal to and then explain three reasons why. Give examples of five characteristics that a CSR should have. Research online and list the qualifications of a CSR for two different companies who are hiring them. Why is it advantageous for customers when a business sets its goals and strategies based on a SWOT analysis? Research online and locate a SWOT Analysis for a specific company of your choosing. List its findings and discuss why you agree or disagree with the results. Explain the purpose of data warehousing and data mining within a customer relationship management system? Give an example of a company that practices data mining. Why does it benefit them? If you chose to pursue a CSR career at an online retail company such as Amazon or Wayfair, what three service infrastructure components (tools/support you require to deliver high quality customer service) would you need? What is the difference between Up selling and Cross selling? Give a real-life example of each. Why are companies adding these marketing and sales duties to the CSR