Topic:$$The Customer$-$Defined Experience

Customer building strategies allow a company to get to know its customers and in turn determine better strategies to improve customer service based on customer needs and wants. You practiced with these concepts in the learning activity. Now you will apply what you learned.

Read the scenario and then respond to the bulleted items.

Hello CSR$,$

I just ordered shoes and cannot seem to get the website to provide assurance that the color of these items I chose and the U$.$S shoe size I wanted $($vs$.$ the European sizes$)$ are in fact the same items that are going to arrive. Also, I got no confirmation the order went through. Can you assist me since I need these as soon as possible?

Regards,

Ra$$l

How would you define the customer service problem above using your CSR toolbelt found in the learning activities?

How could the CSR resolve the problem using the CSR toolbelt?

How could this company ensure customer$-$defined service going forward?

What would they need to change and why?