CU What is Strategic Customer Service Discussion – Description
Reading
Module 1: What is Strategic Customer Service?
Learning Materials & Additional Resources
Goodman, J. (2019). Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits (2nd ed.). AMACOM. ISBN- 9780814439067. Read Chapter 1.
Additional Resources
Pearl, J. (2019, September 13). 5 ways to discover drift in customer experience.
LinkedIn.
https://www.linkedin.com/pulse/5-ways-discover-dri…
Peters, M. (2017, March 14). Customer service: Do it right the first time! Achievers.
https://www.achievers.com/blog/customer-service-ri…
Beute, E. (Executive Producer). (2019-2023). The Customer Experience [Audio
podcast]. Bombbomb.
Lotich, P. (2020, May 5). 7 steps to creating a customer service strategy. The Thriving
Small Business.
The Virtual Librarian. (2020, September). How to access the virtual library.
Discussion
Module 1: What is Strategic Customer Service?
Discussion
Question 1
Think about a time you received poor customer service from an organization. What
happened? How was it handled? Based on our readings this week, what
recommendations would you provide?
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