BUS 4460 Harvard University Customer Service Discussion Questions

Description

Essay Questions Chapters 5 – 8

The student will adhere to APA format with the assessment. The student will be thorough in their assessment and use an outside source when answering each question. The assignment will consist of a cover page, the answers to the questions, in-text citations, and a reference page.

Q1. The acronym RIDE is often used in customer service. Identify each letter in this acronym and provide a brief explanation of each as they apply to customer service. (page no. 205 of attached book) (350 words)

Q2. One of the things that customer service representatives and providers will deal with from time to time is unhappy customers. (a) According to research, when a customer is unhappy or unsatisfied, what is the premise of the issue? (b) What kind of strategies can a customer service provider use to deal with those customers that are unhappy? (350 words)

Q3. Customer Service Representatives face various challenges. Consider this scenario. There are two customers/clients waiting to see you. (a) The first one has challenges speaking English and (b) the second one is an elderly male. In these situations, how would you effectively provide a good customer experience to both? (350 words)

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