Two crucial recovery steps that CSRs should follow are: 1) acknowledge the receipt of every complaint immediately and 2) explain in writing exactly how you will remedy the problem.

Because rules differ among cultures about how to talk to and act toward others, service communication problems arise.

Even though every customer is unique, they all expect

If a CSR is unsure about the  answer to a customer’s question, it is fine to say so, but make an effort to find someone who does.

The process of extracting patterns from data located in the data warehouse is called

The process of extracting patterns from data located in the data warehouse is called

A concern that is problematic and compels companies to take action immediately is

Which questioning approach is characterized by asking the customer too many questions in a short period of time?

Which questioning approach is characterized by asking the customer too many questions in a short period of time?

Customer perceptions are the opinions created about service during and after a transaction.