1.A customer calls your store asking questions that require a long search and several minutes to answer. In a one-paragraph response, demonstrate the importance of customer service in this scenario.
2.Describe several ways that a business could leverage the loyalty of a customer. Provide an example within your response.
3.Briefly explain the term “customer perceived value.” Why is it important?
4.Why is it important to end every customer interaction on a positive note?
5.Describe how customer service is a source of market research and the three ways to collect this market research information.
6.Describe the five principles on the components of a successful CRM.
7.Customer retention can be achieved in various ways. Identify and briefly discuss two effective tools of customer retention.
8.A customer’s perception of the quality of the service experience consists of (at least) five underlying dimensions. Identify and briefly explain three of these dimensions.
9.Briefly explain the Pareto Principle.
10.Please provide and explain at least three ways a business can increase brand loyalty and retain its customer base.
11.Define and briefly explain team in-role performance as it relates to customer service.
12.Due to rapid changes in the marketplace, many organizations are building new capabilities—requiring highly skilled employees. Yet candidates for these positions are often in short supply in many markets in the United States. Please provide at least three potential solutions to this problem.
13.To be successful at CRM strategies, the enterprise needs to develop strategic capability. Define and briefly discuss strategic capability.