Management Question
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 characteristics of exceptional customer service that turn a casual shopper into a brand loyal ambassador are active listening, convenience, being polite to customers, and how one treats customers in the first visit and any other visit. For instance, John bought a pair of glasses from Ruth due to the convenience of the shop. Also, when he entered the shop, he was welcomed well, which made him feel like he was in the right place. Another characteristic is asking an open-minded question such as what they intend to buy and their preferences (TEDx Talks, 2018). The third characteristic is suggesting other options, such as giving customers the power to try out different products until they get what they want.
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