Tell me about a time when you received good customer service

Tell me about a time when you received good customer service? How did it make you feel?    What were some things that were either said or done that in made you believe you received good customer service?

...Then, tell me a time you received...Bad customer service....How did it make you feel?    What were some things that were either said or done that in made you believe you received bad customer service? Make every attempt to tie in to CRM and Chapter 1\'s content and topics we discussed by referencing the textbook page. (example Ch. 1, pg. 14) . Please use at least 5-6 of the terms found in this chapter. Please underline the words for me in your response. Ensure you use them properly.

strategic, operational and analytical CRM, social CRM and how CRM contributes to perfomacnce in different industries and how it pertains to these two scenarios

Solution

Instance of good customer service from AT&T

It makes customers comfortable doing business with this organization

Instance of bad customer service from American Express

As a consumer would have preferred to pay more for a better experience

Leads do not convert in case of bad customer experience for a large number of consumers. CRM can result in better customer engagement.

Contribution of CRM to performance

Precise metrics and pro-active response improve an organization\'s customer service.

Operational and analytical CRM

Social CRM

Operational and analytical CRM