Title: Explain the importance of quality customer service.
Course: Small Business Marketing (12161) > Section: Demonstrating Customer Service Skills

Explanation should include the concept that customer service reflects the ability to address the customer’s needs within company policy. It should also include the reasons that customer service is important:

- It establishes customer loyalty.
- It increases customer satisfaction.
- It generates business through referrals.

Process/Skill Questions:

- What defines quality customer service?
- Why is it valuable to know another language when serving customers?
- What strategies can be used to improve customer service in the retail environment?
- How can poor customer service affect a business?
- Why is customer loyalty important?
- How can a company determine customer satisfaction?
- What steps can a business take to bring back a dissatisfied customer?
- How do retailers engage with customers in a brick-and-mortar business? Ecommerce business?
- What are some methods retailers use to improve the customer experience?
- How important is the role of word of mouth in retail operations? Explain.