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:

1. According to John Boccuzzi Jr., what are the characteristics of exceptional customer service which convert a casual shopper to a brand loyal ambassador?
2. Which two strategies for preventing dissatisfaction and problem-solving from the Lucas textbook do you consider most important? Explain why.
3. Do you think that internal customers are as important as external customers? Why or why not?
4. What tactics can you use to deal with an angry customer?