Response the below questions:
Customer Service
1. List three examples of coproduction. How do coproduction and self-sufficiency differ?
2. What are some guidelines for creating an effective customer service system?
3. How can updating a system or creating a new system enhance the provision of excellent customer service?
4. What are some types of businesses that are the most conducive to coproduction?
5. Write a mission and purpose statement for your department or class.
6. Explain empowerment.
7. How can a lack of empowerment affect a customer service provider's ability to provide the service that customers expect?
8. Why are so many ineffective systems in place in organizations?
9. In your experience, are customers willing to provide a part of their own service? Why or why not?
10. Why are individuals sometimes resistant to new systems?
Customer Service
1. Identify five qualities of a good leader.
2. List and explain four things that can be done to show leadership without position.
3. Why are many of the companies that are recognized for providing outstanding customer service known for their outstanding leadership?
4. Explain an interdependent environment. How important is it?
5. How seriously should an organization regard its informal leaders?
6. List some characteristics of excellent leaders.
7. Why are so many individuals in leadership such poor leaders?
8. Have you seen individuals who establish goals accomplishing them? Do you set your own goals?
9. What is a job aid? Create a job aid that would assist your internal or external customers.
10. What does leadership without position mean?
Customer Service
1. How can the use of humor aid in the motivation of employees?
2. What is the difference between needs and wants?
3. List some of your own needs and wants. Which needs and wants do you find the most motivating?
4. What are some of the motivating factors found to be common among adults?
5. Which motivating factors are the most important to you individually?
6. What factors can cause low morale?
7. Why do you think that so many people have a poor self-concept?
8. Perform your own self-assessment.
9. How can a healthy diet enhance an individual's self-concept?
10. What can be done to increase self-motivation?
Customer Service
1. List four words to use and four words to avoid.
2. List and define the five methods of communication.
3. What factors can cause people to have poor listening skills?
4. What characteristics can an individual's voice reveal about him or her?
5. Explore some tactics for recording information received by telephone. What procedures does your company use?
6. How can the development of customer intelligence enhance relationship marketing with specific clients?
7. How should you respond if a face-to-face customer refuses to maintain eye contact?
8. How do you view voice mail systems as a customer? As a customer service provider?
9. What information should be included on a fax cover sheet?
10. Investigate the privacy issues related to e-mail.