What are some of the communication skills for success

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Reference no: EM133351395

Question 1:

1. In what ways can technology play a role in the delivery of effective customer service? Explain.

2. What are some advantages of using technology for service delivery?

3. What are some disadvantages of using technology for ser-vice delivery?

4. What are some of the communication skills for success?

5. How can you project a more positive image over the telephone?

6. What information should you always get when taking tele-phone messages?

7. When transferring calls, what should you avoid and why?

8. When you leave a message on voice mail, what information should you give?

9. What is telephone tag, and how can you avoid or reduce it?

10. How are small businesses benefitting from today's technology?

Question 2:

1. Search the Internet for Customer Service Technology Resources

b. Search the Internet for sites that deal with customer ser-vice and the technology used to deliver quality customer service. Also, look for the websites and organizations that focus on the technology and people involved in the delivery of customer service. Be prepared to share what you find with the class.

c. Search the Internet for additional information about one of the technologies addressed in sections LO 9-2 and LO 9-3 of this chapter. Report your findings to your classmates.

d. Search the Internet for books and other publications that focus on customer service and technology. Develop a bibliographic listing of at least 7 to 10 publications, make copies of the list, and share it with your classmates.

Question 3:

1. How can you build customer trust?

2. What are some key reasons why customers remain loyal to a product, a service, or an organization?

3. What are some of the provider characteristics that affect customer loyalty?

4. What are the steps in the planning process model? Describe.

5. What are six common customer needs?

6. What are ways for service providers to take responsibility for customer relations?

7. What are some techniques for making the customer feel that he or she is No. 1?

Question 4:

1. What are some strategies that can be used to show customers that their business is valued?

2. What obstacles exist to customer loyalty and how might they be removed?

3. What are some of the things that positively impact customer loyalty in many organizations?

4. What are some things that differentiate organizations and that can be accentuated to build customer retention and loyalty?

Reference no: EM133351395

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