After watching the video, answer the three critical thinking questions listed below.Do NOT include the question in your completed case assignment. Each critical thinking question response

should be a minimum of 5 sentences in length. Responses to critical thinking questions that are less than 5 sentences will be considered insufficient and will be penalized.

Critical Thinking Questions:

1. According to John Boccuzzi Jr., what are the characteristics of exceptional customer service which convert a casual shopper to a brand loyal ambassador?
2. Which two strategies for preventing dissatisfaction and problem-solving from the Lucas textbook do you consider most important? Explain why.
3. Do you think that internal customers are as important as external customers? Why or why not?
4. What tactics can you use to deal with an angry customer?

Answer preview

One can deal with hungry customers by remaining calm and responding positively even when the customers are not. That helps lower the customer’s rage leading to smooth communication. Secondly is by patiently waiting to hear what they have to say and acknowledging their complaints. That makes customers feel respected and valued (TEDx Talks, 2018). Thirdly, sympathizing with them shows that you respect and understand their problems. Lastly, is through apologizing and negotiating a solution by asking them what they would like and telling them what you can offer, following up to know if their complaints were solved as per their needs.

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