Consider the textbook's definition of Customer Service, is it in line with your personal definition of Customer Service? Based on your definition of Customer Service, describe a company that you think does a poor job with customer service. Explain why you think the customer service strategy is ineffective?

Defining Customer Service:

Goals vary depending on industry

Employee's ability to deliver products and services to internal and external customers

Satisfying customers' needs and resulting in positive word-of mouth publicity and return business