What is a customer-centric environment and why is it important in todays world? What are four communication channels through which companies view their customers and provide a real-life example for each? Describe two goals and two challenges for Amazon in providing good customer service. Describe the same for Zappos before Amazon purchased it. List and distinguish between internal customers and external customers of a technical college. Why are they equally important? Describe four basic needs that customers have. What business or service fulfills those needs for you as a customer in your local area? How do they fulfill each of those needs? What is a social customer? Discuss four characteristics of one. Describe a social customer you know who has most of those characteristics and give examples of why they do. Describe the difference between outsourcing and homeshoring in todays global customer service environment? How has Covid-19 altered this dynamic in the last year? Give a specific example of a company that has been affected by this? Describe two ways in which diversity in the workplace is advantageous to businesses and give a real-life example of each. Describe two ways in which diversity can be challenging to businesses and give a real-life example of each. Describe each of the following four customer personalities: Analytical, Driver, Amiable, Expressive. Based on the descriptions, produce four customer service scenarios of how you would handle each personality type. Describe each of the following five generations: Mature, Baby Boomers, Generation X, Generation Y, Generation Z. Based on these differences, produce five customer service scenarios of how you would handle each generation. Based on the tips provided in the module for communicating with disabled customers, produce five customer service scenarios in which a CSR demonstrates proper communication with each of the following: a physically disabled customer, a visually impaired customer, a hearing-impaired customer, a mobility-impaired customer, and a speech-impaired customer.