Reference no: EM132612851

1. As a consumer, how important is receiving exceptional customer service to you?  What are some components you would describe that make service exceptional?

2. As discussed in this week's content, even a product-focused company can gain a competitive advantage by focusing on customer service. Suppose that you have been hired to consult for a local car dealership, what steps would you instruct them to take to develop a customer service strategy? What competitive advantages would this new customer-centric focus translate into for the dealership? 

3. There are multiple negative potential outcomes that can occur when operations and marketing do not communicate initiatives with one another. Relate an experience that you had when it appeared that a company had this problem of lack of communication between these departments. What negative outcomes did you see? How did this experience impact you as a customer or potential customer? What could the company have done differently?

4. Customers who are highly engaged with a brand are often more lenient when that company makes an error. Describe a time when you personally experienced an issue with one of your favorite brands or companies. Did the incident change your opinion of the company? Were you more forgiving than you might have been with another brand? Why or why not? How did this incident affect your overall engagement with the brand or company? 

5. Empowering customer-facing employees improves customer service and employee satisfaction. What skills do you think front-line employees should have to effectively communicate with customers? How can organizations help their employees to develop those skills? How could an interaction with an employee lacking these skills affect customer satisfaction? Include examples in your post.

6. In today's global business environment, what are some aspects of customer service that companies should take into consideration to properly serve a consumer base that is increasingly multicultural?

7. In your opinion, how is social media affecting customer perceptions of service? Are there different perceptions for different social media vehicles? In what ways do you see social media factors determining service strategy in companies that you patronize? Provide examples to support your opinions.