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?