Group Role Play GCE17403
Tutorial # TB2
Tutor's Name: Joseph
TSANG KA YEE
TAM WING TUNG
TSE LOK YIU
Listening is refer to complex affective, cognitive, and behaviora
Question 1: Is this a customer service problem? Why or why not?
Customer service is sometimes defined as keeping existing customers
happy and we have little evidence that there is a customer service
problem. We do not know of customers who are inconvenien
Question 6: Redesign the warranty postcard, staying within the same
dimensions, and include questions or statements that will make it easier for
Handy Andy headquarters to detect whether installation practices of the type
discussed in this case occur.
Question 7: In the case is the statement, The factory distributors in these few
cities indicated that they, not Handy Andy, Inc., stood behind the 1-year
warranty. Is this a problem for Handy Andy? Why or why not?
This is a difficult question to answer be
Question 4: It appears that the factory distributors are exploiting the smaller
dealers. Yet from what we can tell, Handy Andy in St. Louis has heard no
complaints from the smaller dealers. Why would they not complain?
They may be afraid or they may be re