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Chapter 14. Customer Care > Exercises
Exercises
| 1. | Are there times when you should not use the nine-step model? |
| 2. | What are the tools used in your environment for processing customer requests, and how do they fit into the nine-step model? Are there ways they could fit better? |
| 3. | What are all the ways to greet customers in your environment? What ways could you use but don’t? Why? |
| 4. | In your environment, you greet customers by various methods. How do the methods compare by cost, speed (faster completion), and customers’ preference? Is the most expensive method the one that customers prefer the most? |
| 5. | Some problem statements can be stated concisely, such as the routing problem example in step 3. Dig into your trouble tracking system to find five typically reported problems. What is the shortest problem statement that completely describes the issue? |
| 6. | Query your ticket-tracking software and determine who were your top ten ticket creators overall in the last 12 months; then sort by customer group or department. Then determine what customer groups have the highest per customer ticket count. Which customers make up your top 20 percent? Now that you have this knowledge, what will you do? Examine other queries from Section 14.2.5. |
| 7. | Which is the most important of the nine steps? Justify your answer. |
