Customer Service

Quiz 1

Name:

Answer all the following questions:

1. Why companies nowadays are shifting towards creating customer service more than before?
Explain your answer. (3 marks)
2. What are the societal factors affecting customer service? List them all and choose 2 factors to
explain. (4 marks)
3. Identify a trend in consumer behavior that has impacted customer service nowadays. You can
refer to an example about a specific company (3 marks)
4. What is the customer service environment? List the elements and provide an example about 1
company. (4 marks)
5. How can companies build effective customer service? What conditions need to exist.