4. You are a CSR at Smith Communications, a local phone and internet service provider. Using proper phone etiquette skills (stay close to the phone), (be courteous/polite with each caller), (use a computer/have paper/pencil handy to take notes), and (bring closure to the call) what would be an appropriate way to respond to the following three phone-answering situations: a.) A customer calls. How should you answer each call? b.) A customer calls and says her internet is out. How should you respond? c.) A customer calls and says she would like to be transferred to your manager (but your manager is not available). How should you respond?

7. Research and describe the five Web-driven service technologies Online Forums, Blogs, Chats, Cloud Apps, and E-mail that companies use. Put them in order of their popularity and effectiveness in todays customer service world and discuss why you placed them in that order.