Our sixth week of customer service and hospitality is all about how customers interact with businesses through marketing, sales, and customer service. Examples of customer interactions involve social media comments, website inquiries, phone calls, and emails. These customer interactions are collected and tracked using customer interaction management (CIM) software. We've also learned about the importance of providing relevant customer service by embracing advanced AI capabilities, focusing on convenience, and understanding post-COVID customer expectations. Businesses must prioritize investing in customer experience, attending conferences, and improving internal communications. Assignments for this week include watching videos, reviewing a PDF diagram, and completing a quiz at the end.

• Marketing: social media comments, store signage, email newsletters, and company events
• Sales: call the support line, live chat conversation, email, follow-up
• Customer service: support line, social media query, negative brand review, churn prevention
• Invest in customer experience, attend conferences, and improve internal communications