1. Compose a list of guidelines and/or action items that can be used to improve the overall quality of telephone service. Explain the goal of each and describe how that guideline and/or action item would positively impact customer service.
2. Identify three emerging trends in customer service that you anticipate will affect your business in the future.
Are these trends positive or negative? Why?
What strategies would you develop to capture more “share of the customer” in the future?
Are there policies, processes, actions, or changes you would plan to keep your organization healthy and prosperous? Be specific.