Chapter 1, Problem 4IQ

Explanation of Solution

Working with Clients:

There’s a lot of negative press coverage for companies that deliver poor customer service and if one wants t...

Explanation of Solution

Client Service or support:

One can have excellent customer service or support while working with clients in the following ways:

• One of the biggest factors in good customer service is speed, especially when a client is requesting something that’s time sensitive.

  For example, Lexus recalled a series of Lexus ES 350 sedans and asked car owners to visit a dealership to bring their cars in and instead of having to sit in a waiting room watching their cars being worked on; customers were given a brand new Lexus instead.

• For good customer service, one must always know their customers and must remember their names and previous conversations.

  For example, when Starbucks launched a new campaign focusing on improving relationships between their staff and customers, each person who introduced themselves by name received a free latte...