Question 1

Describe how a restaurant might enhance their customer service's reliability, recovery, fairness, and wow factor. Give a hypothetical example of each principle in the context of a restaurant.

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Question 2

Describe the development of a social media customer relationship campaign for a (hypothetical) new clothing store. How would this campaign connect with customers to build and support relationships?

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Question 3

Assume that a grocery store is considering a customer service initiative where each customer's groceries are loaded into the customers' cars by a store employee. Based on the CRM Unplugged litmus test questions, is this customer service initiative worthwhile?

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Question 4

Describe why customer service is important. Provide an example of a company that you are familiar with (or can find via Internet search) that differentiates itself from its competitors based on its excellent customer service.

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Question 5

Describe the potential benefits and risks of outsourcing customer service activities.

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Question 6

A focal point within a firm for customer service is referred as the ____________.

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Question 7

You have been asked to design a customer loyalty program for a new hamburger restaurant. What would such a program look like and how would it function? How could you assess the success or failure of this program?

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Question 8

Which customer service performance measures might a doctor's office choose to use? Describe their use.

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Question 9

A ________ is a professional that poses as a customer to assess customer service performance.

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Question 10

If not done carefully, telemarketing can be seen by some as ________.

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Question 11

Harrah's Entertainment's rewarding of customers based on money spent (wagered) is an example of a __________.

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Question 12

The textbook notes that _________ has been able to successfully segment customers by gender.

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Question 13

Describe customer service failures. What are they, and what are the potential impacts of customer service failure? Describe an incident during which customer service has failed you. How did you respond?

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Question 14

A coffee shop is experiencing increased customer dissatisfaction. Management is unsure what is driving this increase. Describe how you might design a customer satisfaction survey for the coffee shop.

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Quiz 5: Customer Relationships and Customer Service