After watching the video, answer the three critical thinking questions listed below.Do NOT include the question in your completed case assignment. Each critical thinking question response should be a minimum of 5 sentences in length. Responses to critical thinking questions that are less than 5 sentences will be considered insufficient and will be penalized.
Critical Thinking Questions:
- According to John Boccuzzi Jr., what are the characteristics of exceptional customer service which convert a casual shopper to a brand loyal ambassador?
- Which two strategies for preventing dissatisfaction and problem-solving from the Lucas textbook do you consider most important? Explain why.
- Do you think that internal customers are as important as external customers? Why or why not?
- What tactics can you use to deal with an angry customer?
Answer preview
The strategies for preventing dissatisfaction and problem-solving are thinking like customers, taking yourself as a customer, and treating them how you would be treated if you were a customer. That helps one treat customers with respect and loyalty, strengthening the customer-retailer relationship. For instance, when Ruth saw John, she treated him how she would want to be treated when she walked into someone else’s shop. She offered him all the services that could lead to satisfaction. That made John feel satisfied with his purchasing, making him want to go back again (TEDx Talks, 2018). Secondly is respecting customers and giving them all the attention. That is through carefully listening to them and showing support by helping them choose what they came to buy. That reduces any chances of having problems with customers and makes them feel valued.
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