Title: Explain the importance of customer service.
Course: Marketing (12164) > Section: Selling Products and Services

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.

Process/Skill Questions:

- What is your definition of 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 is customer service provided in an online environment?