Chapter 13 Assignment - Emotional Intelligence
Research the internet and find an article re Emotional Intelligence. Recap
the article in your own words and share how you feel this concept comes into
play when delivering good Customer Service. Be sure and
Chapter 12 Assignment - Quicker Isn't Always Better
What are some downsides to quick service? Describe a situation under
which speed is not important to a customer. Are there, however, aspects
within slow-service situations that still require timely servi
Chapter 11 Assignment - Above and Beyond
Identify a product you are familiar with that goes beyond what a customer might expect with regard to information.
If similar products use only written materials look for one that supplements its written material w
Chapter 10 Assignment - Add-Ons
Create a list of possible add-ons for each of the following kinds of businesses. Remember that the best
add-ons have a high perceived value and relatively low cost to the company. Be realistic about what
these companies mig
Chapter 9 Assignment - Dear Valued Customer
Rewrite the following email response so that it includes the three components of customer recovery and projects a
Dear Customer Service Department:
Every delivery yo
Chapter 8 Assignment - Customer Satisfaction Survey
Research online a Customer Satisfaction survey for any fast food
restaurant.Arby's, Taco Bell, Hardees, McDonalds etc. Do you feel the survey
was thorough enough to get good feedback? Was it easy enough
Chapter 7 Assignment - One-to-One Marketing
Review Question 2 in Applying the Ideas on page 120 in your textbook. Research the Internet for the answers and
write a brief report on your assimilated results.
Worth 10 points.
One-to-one marketing is a strate
Chapter 6 Assignment - Never Shopping There Again!
Read Reviewing the Facts question 1 on page 105 of your textbook. Identify and answer all parts of the question.
Give specific examples where applicable.
1. Being a customer, I believe that little things
Chapter 5 Assignment - Your Favorite Websites
Pick three of your favorite companies or organizations, locate the home page for each of the
organizations, and investigate the online customer service they provide. Describe the Customer
Service features they
Chapter 4 Assignment - Phone Shopper
You are a Phone Shopper. Call and inquire about a service or set up a ficticious
appointment with a business in your community. Rate the employee's service level from
1-5. Five being the best 1 the worst. Give your sco
Chapter 3 Assignment - Listening Complications
List the questions and provide answers to the following questions:
1. How do hearing or listening differ?
You can hear someone speak without listening to the words. Hearing defines only
the physical measureme
Chapter 2 Assignment - How Often Do You Compliment
Review the How Often Do You Compliment assignment on page 27 of your textbook.
Set the goal of giving 10 compliments within one hour on campus.
Document what happens with each compliment, their response,
Chapter 1 Assignment - Six Core Compentencies
What are the six core competencies of Customer Service? Give a brief example of each as it
applies to your business, school or job.
The ability to Communicate Effectively:
Getting a message across in a clea