Face to Face Essay- Lesson 5.docx - Running head LISTENING AND HEARING 1 Listening and Hearing Lauryn Wallace Rio Salado Quality Customer Service TQM

Face to Face Essay- Lesson 5.docx - Running head LISTENING...

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Running head: LISTENING AND HEARING1Listening and HearingLauryn WallaceRio SaladoQuality Customer ServiceTQM 101G. ZimmermannNovember 24, 2017
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LISTENING AND HEARING2Listening and HearingFor over 20 years, Mr. and Mrs. Raymond Boyle had been doing business with Regal Florists. On a regular basis the couple would order arrangements for family members in various parts across the country (Lucas, 2015, p.197). Regal’s is well known for their particularly cheerful, helpful, and efficient customer service representatives. As soon as the store opened Mr. Boyle demanded to know what had happened to the arrangements he ordered. Seemingly, there was a mix up with the deliveries, causing a romantic bouquet to be sent to his secretary in place of his wife. Due to an error in Regal’s delivery process, tension arose between Mr. and Mrs. Boyle over the arrangement. In this circumstance, past performance comes into play because prior to this accident, Regal Florists had not made any delivery errors with Mr. Boyle. After 20 years of business, Mr.
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