A large retail company decides to implement a new customer service policy. They train their front-line employees to follow a strict script for all customer interactions, believing this will ensure consistency in service quality across all their stores. The company also implements a rigid set of rules that employees must follow in all situations, with no room for deviation or personal judgment. True or False: This approach aligns with best practices in customer-centric service and is likely to significantly improve customer satisfaction.

Your e-commerce company is preparing to launch an AI-driven customer service chatbot to handle the increasing volume of customer inquiries. During the final testing phase, several issues are discovered: The chatbot uses gendered language and makes assumptions about customers based on their names. It performs significantly better in English compared to other languages, potentially disadvantaging non-English speaking customers. The chatbot is highly effective at resolving simple queries but sometimes provides inaccurate information for complex issues. Customer data used to train the chatbot may not be fully compliant with new data protection regulations in some regions. Your company has already invested significantly in this project, and the current human customer service team is overwhelmed. The chatbot is expected to reduce response times by 50% and cut customer service costs by 30%. However, you’re concerned about potential backlash and legal issues if the chatbot is launched with these problems. How do you proceed?

A student who withdraws from class before the established deadline for a particular term will receive a grade of “W.” A student is not permitted to withdraw after the withdrawal deadline. Starting Fall 2024, faculty will not be permitted to withdraw students from their courses for any reason; therefore, students will receive the grade earned at the end of the course. For the withdrawal policy deadline for the semester, please review the “Important Dates & Deadlines” section of the Academic Calendar.

You may expect a response to an email from your professor within how many hours (excluding weekends, collegewide closures and holidays)?

This online course includes several video assignments that you’ll need to record and submit as part of your coursework and at least one experiential learning, which includes but not limited to the following: Video Presentation: In module 5 all video presentations will be graded based on the following criteria: depth and accuracy of the research, quality of analysis and critical thinking, clarity and organization of the presentations, use of relevant sources and citations, and effective use of visual aids and/or graphics. Experiential Learning Assignment: Experiential learning means “learning by doing.” It’s about taking what you learn in the classroom and applying it to real-world situations. Instead of just reading about theories or listening to lectures, you actively engage with the subject matter through hands-on experiences. Here’s what experiential learning can look like: Gathering data or observations outside the classroom. Dyadic Interview Assignment: As part of this online course, you will participate in a dyadic interview assignment designed to enhance your understanding of effective communication in customer service. This assignment requires you to partner with a classmate for a virtual one-on-one interview. Detailed instructions, including partner selection, scheduling requirements, and submission guidelines, will be provided in the assignment module. 

Honorlock will be enabled for all quizzes in this course. Honorlock is a recorded and automated proctoring service that uses artificial intelligence (AI) technology. Your webcam is recording you during the test, but no one is watching your exam in real time. Honorlock’s artificial intelligence (AI) technology monitors your session, and if it identifies something to review, it will trigger an incident flag in the session recording. After your test, your instructor may review the exam session to look for any potential incidents.

A customer service philosophy is a shared mission for your support team, a set of guiding principles that ensure you’re upholding your core values with every customer interaction.

As a manager of a customer service team at a software company, you are tasked with developing a customer service philosophy to improve the overall customer experience. What is the most crucial element when creating a customer service philosophy for your team?

Professionalism involves consistently achieving high standards, both in the work you do and the way you behave.

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