(1a) Chapter 1 – What is Customer Service? (6a) Chapter 2 – The Global Customer
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Question
(1a) Chapter 1 – What is Customer Service? (6a) Chapter 2 – The Global Customer Review the Learning Activities Homework (1a, 6a) There are two components to this week's homework. First, you will explore the field of customer service and consider the following questions carefully. Write a minimum of one paragraph for each topic. What is customer service in today's business environment? As an employee, what are some of the ways in which you can affect your company's culture? As an employee, what are some ways you can successfully serve your internal and external customers? Next, customers with disabilities provide an opportunity for customer service professionals to adjust and broaden their normal procedures and approaches. You will consider different scenarios when working with customers with disabilities and from different generations. Write a minimum of one paragraph for each topic. When working in a retail store, how would you approach a person with a visual impairment? How would you demonstrate a product’s features to this person? Assume you are at a restaurant. Imagine you have a client from the Mature Generation and another client from Generation Y. How would you tailor your service to each client? Your final submission should be 1-2 pages.
Listed below is text book:
Gibson, P. G. (2012). The World of Customer Service (3rd Ed.). Mason, OH: South-Western, Cengage Learning.
Explanation / Answer
customer service means providing assistance or support to the customer in the needed areas. now a days majority of the services are becomes as online services and majority of the times customers are interested to approach through online. suppose if you want to buy or sell your product through online, you should know the process. in that process definitely you may require the assistance of the employees.
to serve internal employees, we should know thier requirements first, later we should work to fulfill their requirments.
if I need to serve to the person who is visually handicaped, first i ask him what product or what kind of product he/she is looking for? next i take him near to the products and listout all the related products. i will explain the features and characteristics of the products. based on his requirement i will support him to select a product.
when i serve in a restaurant, i will provide the menu card to him and i will explain the ingredients to the item which they are indoubt. here just i provide the required information to the customer, they only choose a food item. if we offering any offers i will let them know. even the same process to generation Y people also. the customer is the ultimate decision maker in the both examples, i acts as a facilitator only.
based on the customer requirement i will arrange the items, majority of the times, eateable items are customized only. they can be prepared based on the specifications of the customers only.
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