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ENG301 GDB Fall 2019 Solution & Discussion Last Date:

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ENG301 Question Second for first GDB of 2019 session

2. Customer service is important for successful companies. Can you think of any company with good or bad customer service? What is good or bad about their service?

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Suppose you are giving to introduce a new product in the market. Give new product name and make a slogan about that product. And how would you promote that product in the market?

Last date for GDB is 10th January 2020


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ENG301 Solution Prepared By: Raheel Raaj

Customer service is often at the heart of a business which aims to provide an exceptional service that leaves the customer feeling valued and respected. Although providing an excellent service can involve extra resource, time and money, when you get it right it will enable you to stand out from your competition, maintain a positive reputation among future customers and encourage existing customers to purchase from your business again. Remember, it is six times more expensive to acquire a new customer than to retain an existing customer!

Customer service is important because it can help you to:

Increase customer loyalty
Increase the amount of money each customer spends with your business
Increase how often a customer buys from you
Generate positive word-of-mouth about your business

Bad Customer Service
Not accepting customer feedback
Having unreliable processes but still not being customer-oriented
Ignoring customer reviews on other sites
Service staff behaving unbelievably bad
Being called rude names for not renewing services
Not treating a bad review constructively
Ignoring the customer and delaying service
Lack of manners
Rude discourteous behavior
Long waits on the phone
Long waits in line
Lack of knowledge of the product or policy
Lack of follow-through
Not resolving a complaint
Unresponsive technology or not knowing how to use it
Can’t get a hold of a real person
Unfulfilled promises, lies and other deceptions

Good Customer Service
Persuasive Speaking Skills
Ability to Use Positive Language
Clear Communication Skills
Taking Responsibility
Effective Listening
Time management skills
Problem-solving skills
Product knowledge


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