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BUSN258 Week Four Assignment

BUSN258 Week Four Assignment - Customer Expectations and...

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Customer Expectations and Customer Service DeVry University, BUSN258 Professor Don Butler February 2, 2008
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5 Customer Expectations Reviewing the Facts 1. Look back on your own experiences as a customer and identify situations when little things have made a difference in you buying decision. Think, for example, of places you have stopped doing business with. What little things pushed you out of the zone of indifference into the dissatisfied range? Be as specific as possible and remember that often dissatisfaction comes from a series of truly small, almost insignificant turnoffs. I’ll start by saying the worst experiences I’ve dealt with is with AT&T’s customer service. I really can’t say AT&T’s customer service as group is bad. It was more, the representatives I dealt with. They were a mess and charged me outrageously. All I’m saying is I was scammed by a representative in AT&T and made my experience the worst ever. I had early termination three phone numbers I had and I really didn’t understand the reason of doing so. The representative that set me with my new
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