cem320 | undergraduate
Managing The Experience Through Customer Interactions
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The Customer Service Profession and the Impact of Customer Expectations
- Explain how societal impacts have influenced changes in customer service.
- Identify the key elements of a customer-focused business culture.
- Analyze the customer service attributes that differentiate an average company from an exceptional company.
The Role of Verbal and Nonverbal Communication in Successful Customer Service
- Evaluate how communication styles impact â positively or negatively â customer service interactions.
- Describe how to be an assertive communicator while balancing the customer experience.
- Analyze the impact of nonverbal communication on customer service.
Employee Behavior's Impact on Shaping Customer Perceptions
- Summarize how actively listening to the customer is important to providing effective service.
- Describe how to resolve customer problems while effectively building the relationship.
- Evaluate employee behaviors that promote good customer service and foster a customer-centric culture.
Utilizing Technology to Enhance Effective Customer Service Delivery
- Describe the role of technology as an effective channel for customer service.
- Analyze how companies are integrating technology (mobile, social, and other traditional and digital formats) into their customer service delivery model.
- Explain how self-service options via technology are an effective channel for customer satisfaction.
- Describe typical customer service touch points in an omnichannel communication environment.
Obstacles in the Customer Service Delivery Model that Negatively Impact Customers across Different Service Touch Points
- Explain how customer service breakdowns negatively impact customersâ expectations and create pain points across customer service touch points.
- Evaluate solutions to overcome negative customer service experiences at critical touch points that regain customer loyalty and brand trust.
- Define the key components of quality customer service for todayâs consumer.
- Explain the benefits of customer loyalty and brand loyalty as they relate to the companyâs success.
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