1.List and describe each component of the SWOT analysis.
A SWOT analysis is a formal review of a business organizations strengths,
weaknesses, opportunities, and threats that ultimately contributes to a comprehensive
1. Explain the relationship between customer expectations and customer perception.
Customer expectations - beliefs about service a customer has BEFORE a
Customer perceptions - are the opinions created about service DURING and
1. Discuss the impact of globalization on customer service. Include outsourcing,
nearshoring, and homeshoring in the discussion.
As simple as it may sound, best in class global service is all about delivering the
1. Define customer service and list its goals and challenges.
a. Customer service is the process of satisfying the customer, relative to a
product or service, in whatever way the customer defines his or her need,
and having that