Posted: January 20th, 2015

1- How is technology enhancing the requirement of excellent customer service? Provide an example of CRM and technology that you have personally experienced. 2- – Explain the six techniques for exceeding customers’ expectations. Next, select two that you feel are most important in creating customer service excellence and explain why you feel they are important 3- 3- Explain the difference between high-touch and low-touch environments. Explain whether you think this type of customer differentiation is market segmentation? 4- 4- Explain how a lack of empowerment can affect a customer service provider’s ability to provide the service that customers expect?……..

CRM

1-    How is technology enhancing the requirement of excellent customer service? Provide an example of CRM and technology that you have personally experienced.
2-    – Explain the six techniques for exceeding customers’ expectations. Next, select two that you feel are most important in creating customer service excellence

and explain why you feel they are important
3-    3- Explain the difference between high-touch and low-touch environments. Explain whether you think this type of customer differentiation is market

segmentation?
4-    4- Explain how a lack of empowerment can affect a customer service provider’s ability to provide the service that customers expect?
5-    5. Problem solving process Explain the problem-solving model (process) and the seven steps to determining and implementing a solution. Provide a sample problem

as you navigate the process.2 p.g
6-    List 3 examples of coproduction and how each of those would motivate customers to take part in the customer service process.
7-    Listening is certainly a critical method of communication when dealing with customers. Identify what factors cause people to have poor listening skills and

discuss why good listening is vital to effective customer service

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