Prior to beginning work on this discussion forum, read Chapters 4 and Chapter 5 in your course text, and review the video I Was Seduced by Exceptional Customer Service | John Boccuzzi, Jr. | TEDxBryantU (Links to an external site.).
In this discussion, reflect on a past product customer service or support experience and address the following questions:
- Were the three elements of customer service evident in your customer service and support experience?
- Did the customer service or support experience increase the likelihood of your repeat business with this company?
- Upon reflection, what customer service process changes would you recommend to align this company’s process with high quality customer service principles as defined in the course text?