Describe the customer service experience

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Reference no: EM133646724

Scenario: consider you had a negative or unsatisfactory online shopping experience with Amazon. There was no interaction with a live or virtual human assistant. Using this scenario, answer the following:

1. Describe the customer service experience in detail. What were your expectations and how were they or were they not met?

2. What is the impact of the service experience? How did it affect customer retention? how did it affect customer acquisition?

3. How could your customer service experience have been improved using the following techniques:

- understand and meet customer expectations

- manage customer complaints

- recover from service failures

4. Explain how customization could be used in this situation to make the experience unique and pleasant.

Reference no: EM133646724

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