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Bethel university- Introduction to Customer Service: CRM2000


1 In our opinion, what is the most important strategy for communicating a positive service culture?  Give an example of the strategy.  You must also use a reference to substantiate your point.


2 – What are two strategies for giving personal recognition to customers?  Give an example.  Be sure to use references.


3- In what way do the service delivery systems link to the culture of an organization?  Please use references.


4- What are the four forms of body language discussed in the text? Why are the forms important in customer service?  Be sure to bring in information from an outside source.

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