Discussion: Unit 1

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 you take to make a favorable impression? How might you use the lessons from this unit to make even better impressions?

As a customer, what needs and wants do you hope to have fulfilled by customer service providers? Do they match those covered in this unit?