WS2Act4Final_Group2 - Customer Service Running head...

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Customer Service 1 Running head: CUSTOMER SERVICE TEST Customer Service Test Sam Byrd Jennifer Chessar Angel Gibson Bobby Harris Adam Scalise Indiana Wesleyan University I have read and understand the plagiarism policy as outlined in the syllabus and the sections in the Student Bulletin relating to the IWU Honesty/Cheating Policy. By affixing this statement to the title page of my paper, I certify that I have not cheated or plagiarized in the process of completing this assignment. If it is found that cheating and/or plagiarism did take place in the writing of this paper, I understand the possible consequences of the act/s, which could include expulsion from Indiana Wesleyan University.
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Customer Service 2
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Customer Service Test Multiple Choice (3 Points Each) 1. Your shift has come to an end and you are helping your last customer whom happens to be blind. The customer needs help boarding a flight. What do you do? a. Ignore the customer’s handicap. b. Inform the customer that your shift is up and therefore unable to assist them to their flight. c. Politely help the customer to their flight and clock out a little late. d. Clock out and let someone else handle the situation. 2. You have a customer that desires to purchase a ticket on a flight that only has one seat left that is located next to a window. The customer has an emergency and must get on the flight but he can’t sit by a window because it causes him to suffer anxiety attacks. What’s the best way to resolve the situation? a. Offer the customer a ticket on another flight leaving the next day. b. Attempt to accommodate the customer’s wishes by asking another customer if they mind exchanging seats with the fearful customer. c. Tell the customer that he can either take the available seat or leave it. d. Assure the customer that he will be fine and his fears are only in the mind.
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3. A customer has a complaint about a co-worker that made a mistake when scheduling the customer’s connecting flight. What is the best resolution to the problem? a. Apologize on behalf of the organization for the mistake and correct the scheduling issue by rescheduling the flight. b.
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This note was uploaded on 05/06/2011 for the course BUSINESS MBA 670 taught by Professor Studebaker during the Spring '11 term at Indiana Wesleyan.

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WS2Act4Final_Group2 - Customer Service Running head...

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