3 Weeks to go!!
Customer service
Customer service is needed, it gives customers the chance to complain, and allows companies to receive feedback.
Customers wants to resolve problems and be satisfied.
Companies have different ways of taking care of complaints/feedback. Some ignore them…some actually read them and try to be better.
Dell outsources their customer service via 800 number.
Some provide live chats, FAQs (cheaper)
- The Internet has the capacity to increase customer expectations about service levels and also to be the vehicle that delivers service that meets or exceeds those expectations. Take a position on this statement and be prepared to discuss it.
- What is the concept of anticipatory customer service? What role can it play in successful customer service delivery?
- Can you identify any ethical issues that are inherent in sophisticated customer service programs?