Individually, you will be creating a customer service strategy aimed at building and sustaining customer loyalty for your chosen company. You have been hand selected by the CEO to propose a customer service strategy to the Board of Directors for your organization in an effort to convince them that they should adopt your strategy. Your company has been struggling to attract and retain customers. You believe this is due to the lack of focus on customer service.

Answer the following questions (this will lead to your strategy proposal): 1.Who are your external customers? What are their specific needs? Describe at least three. 2.you learned about the six customer service core competencies. - Describe each of the competencies. - How would you use them to improve customer service in your company? 3. What are the 5 Key Behaviors that you want employees to apply? Be specific. Recognize that you may not be able to do all things first. Target the behaviors that would have the strongest impact. (Be sure you are clear about the distinction between behaviors and attitudes/goals and so on. Apply explicit, observable actions whenever possible) 4. Which guidelines would you develop for handling unhappy customers? Draft a “cheat sheet” for employee reference. Make it long enough to cover most concerns but not so long that it is too complicated.