Customer service strategy

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Reference no: EM132289454

Customer Service Strategy.

1. What are the service advantages to customers when a business sets its goals and strategies based on the findings from a comprehensive SWOT analysis? In your opinion, can students use the SWOT analysis successfully as applied to school and work decisions (i.e., selecting a particular job or a particular course of study)? Explain.

2. Forecast what you think the customer service infrastructure will look like in 5 years. Evaluate your prediction with regard to how it will change the way customers are served and how CSRs will perform their ever-growing list of duties.

Project- What do you Think Now?

Assume you are doing a report entitled, “The Best Used of Customer Service Date: A Business Strategy.” Reread your responses to the What Do You Think? Questions that you completed throughout this chapter. What are some decisive uses of a SWOT analysis and CRM in serving customers? What specific situations and practices should be monitored more carefully when using CRM strategy? What kind of infrastructure would best serve customers? Compile your responses, as directed by your instructor.

Project -Case Establish a Knowledge Base Submit your plan for turning the situation around.

The customer services department is often separated from the rest of the company, training and operating in a “silo” rather than as a company-wide service system. (The term “silo” is an idea that each department in an organization is independent from others and operates accordingly.) Management has determined that this situation is not in sync with identified customer service goals and strategies. You have been asked to serve on a task form, charged with developing a plan to “turn the situation around.”

Brainstorm with several students as many ideas as you can to improve this “silo” impression. After your group comes up with at least 2 ideas that have merit and address the problem, present your plan as part of a panel discussion. As an alternative, follow your instructor’s directions to join a group and use the instructor-designated paper. For example, 1 way is to establish a company wiki where all departments can contribute customer service knowledge and real-time lessons learned.

COURSE: Customer Service

Reference no: EM132289454

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