CU Creating a Customer Service System – Description
Creating a Customer Service System
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 3.
Additional Resources
Chambers, S. (2021, October 6). 10 tips to improve customer service communication.
Freshworks.
https://www.freshworks.com/freshdesk/customer-support/customer-servicecommunication-
tips-blog/
Indeed Editorial Team. (2022, October 4). What is a customer service model? (and how
to develop one). Indeed.
https://www.indeed.com/career-advice/career-develo…
Leonard, K. (2019, January 31). Effective communication in customer service. Chron.
https://smallbusiness.chron.com/effective-communic…
Beute, E. (Executive Producer). (2023, January 24).
The power of culture: Improving CX from the inside out.
(No. 239) [Audio podcast episode]. In The Customer Experience. Bombbomb.
https://bombbomb.com/blog/culture-customer-experie…
Lotich, P. (2022, May 5). 7 steps to creating a customer service strategy. The Thriving
Small Business.
https://thethrivingsmallbusiness.com/customer-serv…
Discussion
Provide an example of a time when you were speaking with customer service at an organization, and you felt that they did not capture the reason you called or were rude. How did that make you feel? What could the CSR have done to create a better experience?
DQ1 UMBO –1, 3, 4
DQ1 PLG – 1, 3
DQ1 CLO – 3
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