Define customer service excellence and its significance in achieving customer satisfaction as it relates to (business chosen). Who are the internal and external customers and how does customer service relate to them?

1.  
2. Explain the roles of employees as ambassadors for (business chosen) in the context of customer service. What are the key responsibilities they should fulfill specific to (business chosen)?
3.  
4. Discuss the importance of a positive first impression at (business chosen). What does that mean and how can employees contribute to creating a positive first impression?
5.  
6. Identify and explain the four elements of supply chain customer service mentioned in the reading. How do they relate to (business chosen)?
7.  
8. Thinking about what (business chosen) does, describe the order process and the significance in managing customer relationships. How does the order cycle work, and what are the key considerations in fulfilling customer orders?
9.  
10. What is Customer Relationship Management, and how does it contribute to improving customer service? Seek to explain how business relationships will develop over time in the context of CRM as it relates to (business chosen).
11.  
12. Explore the various communication methods in the supply chain. How can effective communication contribute to customer satisfaction at (business chosen)?
13.  
14. Discuss the process of returns and reverse logistics at (business chosen). Why is it important for customer service representatives to handle returns efficiently, and what key metrics can be used to measure the effectiveness of the returns process within (business chosen)?
15.  
16. Examine the challenges posed by different types of customers at (business chosen). How can customer service representatives effectively handle challenging or defensive individuals, and what strategies can be employed for a positive outcome?
17.