Explanation should include the concept that customer service reflects the ability to balance the customers’ needs and 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.
- It encourages customers to return.
- It enhances the image of a company.
- It generates more revenue.
Process/Skill Questions:
- Why is customer service important to the sports and entertainment industries?
- What is your definition of quality customer service?
- What are examples of good and poor customer service?
- What are examples of on-site or in-game customer service related to the sports and entertainment industries?
- How does customer service relate to the marketing concept?