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business
consumer behaviour
Customer Service Skills For Success 8th Edition Robert Lucas - Solutions
Provide feedback effectively.
Avoid language that could send a negative message and harm the customer relationship.
Use assertive communication techniques to enhance service.
Identify key differences between assertive and aggressive behavior.
Define nonverbal communication.
Recognize various nonverbal cues and their effect on customers.
Name additional factors that send nonverbal messages.
Explain the effect that gender has on communication.
Describe the effect of culture on nonverbal communication.
Identify unproductive behaviors.
Use a variety of nonverbal communication strategies.
Demonstrate specific customer-focused nonverbal behavior.
Describe why listening is important to customer service.
Define the four steps in the listening process.
List the characteristics of a good listener.
Recognize the causes of listening breakdown.
Develop strategies to improve your listening ability.
Use information-gathering techniques learned to better serve customers.
Apply concepts discussed to generate meaningful responses to your questions from customers.
Explain what behavioral styles are and why you should be concerned with them.
Identify four key behavioral styles and the roles they play in customer service.
Develop strategies for communicating effectively with each behavioral style.
Respond to customer problems effectively while building relationships.
Use knowledge of behavioral styles to help manage perceptions of others.
Define service breakdown.
Develop effective strategies for working with internal customers.
Apply knowledge of behavioral styles in difficult customer situations.
Recognize different types of difficult customers and effectively deal with them.
Use the emotion-reducing model to help keep difficult situations from escalating.
Explain why customers defect.
Identify strategies for preventing customer dissatisfaction and problem solving.
Explain the six steps of the problem-solving model.
Implement a frontline service recovery strategy, and spot roadblocks to service recovery.
Discuss the importance of disaster planning initiatives in the service recovery process.
Recognize that diversity is not a bad thing.
Describe some of the characteristics that make people unique.
Embrace the need to treat customers as individuals.
Determine actions for dealing with various types of people.
Identify a variety of factors that make people diverse and that help to better serve them.
Communicate effectively with a diverse customer population.
Recognize the role of technology-effective service delivery.
Describe ways in which technology enhances an organization’s service delivery capabilities.
Discuss ways in which companies are integrating the evolving web-based and mobile technologies into their service strategies.
Communicate effectively via e-mail, the Internet, and fax.
Deliver quality service through effective telephone techniques.
Relate the role of customer and brand loyalty to organizational success.
Establish and maintain trust with customers.
Explain customer relationship management and its importance to quality service.
Develop the service provider characteristics that will enhance customer loyalty.
Describe the provider’s responsibility for establishing and maintaining positive customer relationships.
Identify strategies that can be used to make customers feel like they are number one.
Discuss strategies that can enhance customer satisfaction.
Define quality service.
Do you have personal experience with this company as a customer or employee? If so, describe your impressions of the organization (e.g., positive or negative) and explain why you feel this way.
How does this organization differ from other successful service organizations of which you are aware?
Related to providing quality customer service, what do you think are some of Amazon’s strengths?
As a current or potential customer, what do you think the company might do to improve customer service and satisfaction?
Do you think that the organization lives up to its mission and vision statements?
Would you want to work for this company? Why or why not?
Do you have personal experience with this company as a customer or employee? If so, describe your impressions of the organization (e.g., positive or negative) and explain why you feel this way.
How does this organization differ from other successful service organizations of which you are aware?
Related to providing quality customer service, what do you think are some of the strengths of Target?
As a current or potential customer, what do you think the company might do to improve customer service and satisfaction?
Would you want to work for this company? Why or why not?
Have you or anyone from your family ever had an insurance policy through GEICO? If so, what was your experience with service and product quality?
Do you believe that GEICO is a good organization to work for? Why or why not?
How does GEICO’s service culture reflect on its image and product line?
What are the key elements separating it from its competitors in your mind?
How does American Express compare to other credit card companies of which you have personal experience or knowledge?
What are some of the organization’s strengths related to customer service in your mind and how do you think these might enhance a customer’s service experience?
What role do you think the company’s approach to delivering service to customers via a variety of channels has played in its worldwide success?
What are your thoughts related to American Express’ approach to corporate responsibility?
Would you want to work for this company? Explain why or why not.
Based on what you read here and found on the Internet, what are John Deere’s strengths related to customer service?
Why do you think John Deere has such a solid reputation for quality products and service over such a long period?
How does John Deere compare in its customer service initiatives to other major brands with which you are familiar?
How does the company’s approach to giving back to people and society make it a better organization?
Would you consider working for John Deere in a service capacity? Why or why not?
Why do you think ALDI might have such a loyal customer base?
Do you believe that the commitments espoused by the company matter and make a difference when customers are deciding where to shop for groceries? Explain.
Based on what you read here, on ALDI’s website, and on an Internet search for the company, what do think about its approach to satisfying customer needs?
Is this a company that you would patronize as a customer?Why or why not?
Would you want to work for this company? Why or why not?
What is your opinion of The Coca-Cola Company? Explain.
Based on what you know or read on the Internet or through other sources, do you believe that the company is customerfocused?Why or why not?
How does the company’s community involvement potentially affect its image in the eyes of customers or potential customers?
Would you want to work for this company? Why or why not?
Do you have personal experience with Chipotle as either a customer or employee? If so, describe your impressions of the organization (e.g., positive or negative) and explain why you feel this way.
How does this organization differ from other successful restaurants of which you are aware?
As a current or potential customer, what do you think the company might do to improve customer service and satisfaction?
Do you think that the organization lives up to its values?Why or why not?
Would you want to work for this company? Why or why not?
From your personal experiences as a customer, information that you just read, news reports, and what you found on the Internet, what do you feel are the strengths of Zoom as a company? Explain.
What societal factors do you feel have influenced Zoom and contributed to its popularity? Explain the relationship of these factors to Zoom’s growth.
What do you think are some future opportunities for growth related to customer service at Zoom? Explain.
As a consumer, are you a fan of Zoom and what it has accomplished?Why or why not?
As a current customer or potential customer, what do you think about Zoom’s product and service offerings and its approach to business? Explain your views.
Would you want to work for Zoom? Why or why not?
What do you personally know about Costco, and how does this impact your perspective of the company as a current or potential customer?
From a customer perspective, why do you think some companies like Costco have flourished when other retailers have not?
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