Customer Services Research assignment

For this assignment, read the “Building a Customer Service Strategy: Your Ongoing Case” on page 77. You will need to use the same hypothetical organization that you chose in Week 1.
Answer the “Strategy Planning Questions.” Be sure to use paragraphs and check for spelling/grammar before submitting as this will be graded. Submit your assignment as an attached Word document by midnight (CST) on the last day of the academic week
1.) How could you improve the overall quality of telephone use in your organization? Assuming you have authority to do so, what would you do? Describe specific training you could develop? What suggestions would have for greeting callers? What are some keys phrases you would encourage all employees to use? What taboos- words and phrases you would forbid- might be useful?