Explanation should include the role of customer follow-up in customer service, along with a description of basic follow-up techniques, such as telephone calls, letters and postcards, emails, gifts, coupons, and customer relationship management (CRM) platforms.
Explanation of customer loyalty and retention techniques should include reward programs, surveys, birthday wishes, sales notices, gifts, coupons, and invitations to special events, along with the rules governing these programs.
Process/Skill Questions: