Discuss a customer-focused organization's approach to customer service
What will be an ideal response?
Customer service is a complex function that has many facets. Some people view customer
service as a problem-solving function that comes into play only when there has been a
complaint. In fact, customer service should be an ongoing function that allows employees to
anticipate and prevent problems.
Employees at all levels should be trained to communicate with customers. They should be
committed to being part of a customer-focused organization. A customer-focused organization
makes customer service an ongoing function. Its approach is proactive in anticipating
problems. If an organization satisfies its customers and is managed efficiently, profits should
naturally follow.
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Indicate whether the statement is true or false
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Indicate whether the statement is true or false
Using the ________, parties identify bargaining issues, determine a costing methodology, and brainstorm options and solutions before making any proposals.
What will be an ideal response?
In a grocery store's "valued customer" program, every shopper gets a card that he or she presents to the clerk in the checkout aisle. The card is scanned along with the customer's groceries. The store's computer system tracks each shopper's purchases and automatically provides special "valued customer" discounts. Every month, the customers in the program receive a newsletter containing coupons that are based on the customer's purchase history. For example, someone purchasing a lot of baby formula and disposable diapers might get a coupon for a free box of baby wipes. Which of the following types of research represents this valued customer program?
A. experimentation B. observation C. online surveys D. personal interviews E. questioning