What interpersonal skills do you currently have that will allow you to be successful in your new position?
What interpersonal skills do you currently have that will allow you to be successful in your new position?
What general questions about handling customers do you have for your supervisor?
If a customer asks for a service that Packall does no provide, how will you handle the situation? Exactly what will you say?
Post your opening response to the question early in the assignment period so that others have time to respond to you.
For a top score, post a thoughtful response to at least two classmates’ descriptions of their experiences with customer service. Use the above questions as a guide, and add other questions or comments as appropriate.
You must respond constructively to at least two other students. More extensive participation will be noted.
MKT223 Customer Service
Chapter 2 Discussion
Customer Service Experiences Discussion
There have been times in each of our lives where customer service did make the difference. Did you go into the store and have a salesperson acknowledge your presence, or did the salesperson see you coming and look the other way?
Respond to the following questions in this discussion forum:
Describe a situation where the quality of customer service influenced your decision to make a purchase. Did you make the purchase or leave the situation without making a purchase? What about the service you received influenced your decision? How did the customer service you received influence your opinion of the organization?
Post your opening response to the question early in the assignment period so that others have time to respond to you.
Read the experiences your classmates post. Have you had similar experiences? Think about the service described–how has the company accurately targeted service that will please their customers? How have they missed their mark?
Post your opening response to the question early in the assignment period so that others have time to respond to you.
For a top score, post a thoughtful response to at least two classmates’ descriptions of their experiences with customer service. Use the above questions as a guide, and add other questions or comments as appropriate.
You must respond constructively to at least two other students. More extensive participation will be noted.
MKT223 Customer Service
Chapter 3 Discussion
Seeking Information from a Client Case Discussion
Seeking Information from a Client Face to Face p. 131
Respond to the following questions in the discussion forum:
Since you don’t have a relationship with Sylvia, what will you do to get off to a solid start during your visit?
How should you approach Sylvia verbally and non verbally?
What strategies among the ones discussed in this chapter can you use to find out where you and LKM stand in Sylvia’s mind?
Post your opening response to the question early in the assignment period so that others have time to respond to you.
For a top score, post a thoughtful response to at least two classmates’ descriptions of their experiences with customer service. Use the above questions as a guide, and add other questions or comments as appropriate.
You must respond constructively to at least two other students. More extensive participation will be noted.
MKT223 Customer Service
Chapter 4 Discussion
Handling Customer Complaints at Central Petroleum National Bank Case Discussion
Handling Customer Complaints at Central Petroleum National Bank Face to Face p. 169
Respond to the following questions in this discussion forum:
What did you do right in this situation?
What could you have done differently?
Do you believe that Mrs. Wyatt was justified in her perception of the situation? Explain.
Could Mrs. Wyatt have misinterpreted your nonverbal messages? Explain.
Read the experiences your classmates posts. What could service providers do or say to eliminate negative customer feelings in such situations?
Post your opening response to the question early in the assignment period so that others have time to respond to you.
For a top score, post a thoughtful response to at least two classmates’ descriptions of their experiences. Use the above questions as a guide, and add other questions or comments as appropriate.
You must respond constructively to at least two other students. More extensive participation will be noted
MKT223 Customer Service
Chapter 5 Discussion
Effective Listening-Handling an Irate Customer at Regal Florist
INTRODUCTION
Were You Listening? Effective listening is the most important skill in communication. It involves both real (actual) listening and perceived (seen) listening. Face to Face Handling an Irate Customer at Regal Florist p. 204
THE PROMPT
Respond to the following statement and questions in the discussion forum for this part titled “Module Three – Effective Listening.”
Do you think that Mr. Boyle should take Regal’s past performance record into consideration? Why or why not?
What listening skills addressed in this chapter should you use in this situation? Why?
What could you possibly do or say that might resolve this situation positively?
Based on information provided, how would you have reacted in this situation if you were Mr. Boyle? Why?
If you were Mr. Boyle, what could be done or said to convince you to continue to do business with Regal?
Post your opening response to the above questions early in the assignment period so that others have time to respond to you.
Using the skills for effective listening, respond constructively to at least two other students describing how they could have put some of these listening skills to use. More extensive participation will be noted.
SPECIFICATIONS
Post your opening response to the question early in the assignment period so that others have time to respond to you.
For a top score, post a thoughtful response to at least two classmates’ descriptions of their experiences. Use the above questions as a guide, and add other questions or comments as appropriate.
You must respond constructively to at least two other students. More extensive participation will be noted
MKT223 Customer Service
Chapter 6 Discussion
Satisfied Customer-Working through Technology and People Problems at Child’s Play Toy Company
Topic: “Satisfied Customer?” Working through Technology and People Problems at Child ‘s Play Toy Company Face to Face P. 213-216.
Critical Thinking Questions
1. From the Behavioral style information in the chapter and other subjects discussed in this book, what do you think is causing the complaints being made?
2. What system changes would you suggest for Child’s Play? Why?
3. What can you do at this point to solve the problem?
4. What primary behavioral style is Mr.s Sakuro exhibiting? What specific strategies should you use to address her behavior?
Post your opening response to the question early in the assignment period so that others have time to respond to you.
You must respond constructively to at least two other students. More extensive participation will be noted.
For more information about how to participate effectively in a discussion forum, please view the directions in the “How this Course Works” folder in “Course Information.”
MKT223 Customer Service
Chapter 7 Discussion
INTRODUCTION
Quality levels and features between competing brands and organizations are often comparable. The thing that separates competitors is their level of service. Handling Service Breakdown at AAA Landscaping Face to Face p. 286.
THE PROMPT
Critical Thinking Questions:
1. Based on information in this chapter, how have you done on providing services to Stu? Explain.
2. What were Stu’s needs in this case?
3. Could you have done anything differently?
4. Are you sure that Stu will give a good recommendation to neighbors or friends in the future? Why or why not?
SPECIFICATIONS
Post your opening response to the question early in the assignment period so that others have time to respond to you.
For a top score, post a thoughtful response to at least two classmates’ descriptions of their experiences. Use the above questions as a guide, and add other questions or comments as appropriate.
For more information about how to participate effectively in a discussion forum, please view the directions in the “How this Course Works” folder in “Course Information.”
MKT223 Customer Service
Chapter 8 Discussion
Customer-Service Experiences-Dealing with Difficult People on the Phone at Medmoble
INTRODUCTION
There have been times in each of our lives where customer service did make the difference. Dealing with Difficult People on the Phone at Medmoble Face to Face p. 327.
THE PROMPT
Critical Thinking Questions:
1. What seems to be happening here? Does Abeyola have any legitimate complaints? If so, what are they?
2. What steps or process can you use to clarify understaning?
3. What cutural differences might be involved in this scenario?
SPECIFICATIONS
Post your opening response to the question early in the assignment period so that others have time to respond to you.
For a top score, post a thoughtful response to at least two classmates’ descriptions of their experiences with customer service. Use the above questions as a guide, and add other questions or comments as appropriate.
You must respond constructively to at least two other students. More extensive participation will be noted.
MKT223 Customer Service
Chapter 9 Discussion
Effective Listening/Communication-Telephone Techniques at Staff Temps
INTRODUCTION
Were You Listening? Effective listening is the most important skill in communication. It involves both real (actual) listening and perceived (seen) listening.
THE PROMPT
Respond to the following statement and questions in the discussion forum for this part titled “Module Three – Effective Listening.” Telephone Techniques at Staff Temps Face to Face p. 380.
Critical Thinking Quetions:
1. How well was this Customer call handled?
2. What should you have done differently?
3. Do you believe that Aretha was justified in how she treated you? Explain.
4. How do personal problems or priorities sometimes affect customer service?
Post your opening response to the above questions early in the assignment period so that others have time to respond to you.
Using the skills for effective listening, respond constructively to at least two other students describing how they could have put some of these listening skills to use. More extensive participation will be noted.
SPECIFICATIONS
Post your opening response to the question early in the assignment period so that others have time to respond to you.
For a top score, post a thoughtful response to at least two classmates’ descriptions of their experiences. Use the above questions as a guide, and add other questions or comments as appropriate.
You must respond constructively to at least two other students. More extensive participation will be noted
MKT223 Customer Service
Chapter 10 Discussion
Satisfied Customer-Assessing the Need for Reorgaization at Get Away
Topic: “Satisfied Customer?” Assessing the Need for Reorgaization at Get Away Face to Face p. 432.
Critical Thinking Questions:
1. What impressions of the travel agency did you have as a result of your initial phone call?
2. How did your office visit effect you?
3. What will you tell Marsha and Connie about employee professionalism?
4. What customer needs are being overlooked in this scenario?
5. In what ways can this situation be improved?
Post your opening response to the question early in the assignment period so that others have time to respond to you.
You must respond constructively to at least two other students. More extensive participation will be noted.
For more information about how to participate effectively in a discussion forum, please view the directions in the “How this Course Works” folder in “Course Information.”
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