How does good customer service positively affect both the company and the customer?

Week 1 discussion

DQ1

The Positive Impact of Customer Service

How does good customer service positively affect both the company and the customer?

DQ2

Building Relationships With Customers

How can companies build healthy relationships with customers?

Week 2 discussion

DQ1

Engaging Your Customers

Choose one of the Action Tips presented in Chapter 2 of the textbook and describe the tip, as well as how you would implement it for a particular company.

DQ2

Listening to Your Customers

Choose one of the Action Tips presented in Chapter 3 of the textbook and describe the tip, as well as why it is important. Illustrate your argument with an example.

Week 3 discussion

DQ1

Talking to Customers on the Telephone

Choose one of the Action Tips in Chapter 4 of the textbook, and discuss it with examples.

DQ2

Electronic and Internet Communication

Choose one of the Action Tips in Chapter 5 of the textbook, and discuss why it is important. Provide an example of the tip, from your experience as a customer, or your experience as an employee.

Week 4 discussion

DQ1

Addressing Customer Turnoffs

What causes customers to become dissatisfied and turned off? How can you prevent it?

DQ2

Emerging Trends in Customer Service

Choose one emerging trend in customer service and discuss how it is impacting the relationships between companies and customers.

Week 5 discussion

DQ1

Collecting Customer Feedback

How can companies collect feedback from customers, and how much data should be collected?

DQ2

Handling Customer Complaints

How should you handle a dissatisfied customer? What about a customer with unreasonable complaints?

Week 6 discussion

DQ1

Using Value to Exceed Customer Expectations

Explain how value and perceived value can be used to exceed customer expectations.

DQ2

Using Information to Exceed Customer Expectations

Explain how providing accurate and timely information can be used to exceed customer expectations.

Week 7 discussion

DQ1

Building Customer Loyalty

What strategies can companies use to generate and develop customer loyalty, and why is that increasingly important?

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