CUST105: Customer Service

What sort of customer service job might you like to find? Would you prefer working in a face-to-face situation, or through a remote customer service center? What industry would you like to work in?

Describe an interaction you've been involved with - either personal or professional. What steps did ...

Imagine you are the manager of a customer service department hiring new workers for your staff. Based on this unit's readings, what are the key traits and skills you would want to see in applicants as you choose whom to interview? 

What are some examples of problems you or someone you know may have had with a company based on a faulty product or service? How did it get resolved?

Consider a situation where you had to deal with an angry person. How did you handle it? What might you have done differently using some of the ...

Imagine you are the manager of a customer service department orienting newly hired employees on aspects of dealing with challenging problems and difficult customers. Based on this unit's readings, what are some possible situations and tactics you would want the new employees to be prepared for as...

1. When talking on the telephone, what techniques have you found useful? What might you do differently based on this unit's readings?
   
2. When communicating over the computer, what tactics have you found useful? What might you add to those based on this unit's readings?
   
3. What are your own...

Imagine you were the manager of a customer service department orienting new employees on the best practices in telephone and computer communications, as well as team work effectiveness and personal development. Based on this unit's readings, what are the key suggestions you would offer to help ...

After reviewing the unit materials, please post and respond to the following topics. 

1. What resources have you used for finding past employment, or might you use for finding future positions? Why did/would you choose those particular resources?
2. What steps would be most beneficial in ...

Imagine you were advising a student on how to find a job in customer service and advance in career development. Based on this unit's readings, what are the key suggestions you would offer the student? 

• Name some electronic options customers use to communicate feedback to a business. What are some advantages and disadvantages for each option?
• Explain why companies should use CRM strategies and tools.
• Describe some ways that CRM can impact the customer experience.
• Most ...

Imagine you are the manager of a mid-sized manufacturing company.  Explain your justification (as the manager) for purchasing CRM software for your mid-sized manufacturing company. Research and review CRM software and compare the top five programs based on cost, usage, support, customer ...

• As a customer and consumer, you purchase products for many reasons. Why do you typically buy a product? Is it cost, quality, company reputation and social presence, or other factors?
• Are you loyal to particular brands? Why or why not?
• Are you swayed to purchase based on consumer reward programs? ...

Imagine you are a customer purchasing a cell phone. The company you have been loyal to for many years is running a special sale which gives you a 2-for-1 deal. However, a news story has just broken which details this company and its employment practices using underage children in an ...

Please prepare a training manual as if you were the manager of a customer service department orienting a new employee on the needs of your department. Based on what you learned in this course, what are the key points you would want the new employees to understand as they begin their new position?...