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CU What is Strategic Customer Service Discussion

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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.

BombBomb – Podcasts

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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