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Question 3.3. (TCO 2) Which of these can be a systems turnoff for customers? Question 4.4. (TCO 2) Which of these can be a people turnoff for customers? Question 5.5. (TCO 3) Which of the following is true about listening to customers? Question 6.6. (TCO 4) Which of the following is true about customers in the zone of indifference? Question 7.7. (TCO 5) When interacting with customers, it’s important to maintain proper verbal discipline. Which of the following represents proper verbal behavior? Question 8.8. (TCO 6) Which of the following is true of paraphrasing? Question 9.9. (TCO 7) Which of these is true listening? Question 10.10. (TCO 7) Which of these is not a way that true listening helps customer service reps? Question 11.11. (TCO 8) Which of these is not a function of call centers? Question 12.12. (TCO 8) Which is true of angry customers on the phone? Question 13.13. (TCO 9 Some companies can value profits over customer relationships. Which of these practices doesn’t sacrifice customer trust for short-term “bad profits”?

Question 14.14. (TCO 9) Which of these is not a common cause of anger or frustration for upset customers? Question 15.15. (TCO 10) When dealing with an upset customer, how should you view the situation? Question 16.16. (TCO 11) What is a firm’s likelihood of selling to a lost customer? Question 17.17. (TCO 11) What percentage of customers who read about bad service online want to avoid doing business with the company involved? Question 18.18. (TCO 12) If you had an issue with a high-roller customer, how would you start trying to resolve the conflict? Question 19.19. (TCO 13) Which type of software focuses on aggregate customer data across the company? Question 20.20. (TCO 13) How long will customers wait for websites to load? Question 1.1. (TCO 2) Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on how promises of rewards for 25,000 miles are not received, and what impact this has on the customer. How much does poor customer satisfaction hurt their business? What are the risks for the company?

Provide a balanced answer that looks at the “big picture” of profit and satisfaction. What changes would you suggest for the industry? Question 2.2. (TCO 11) Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain as described in the textbook. Create a scenario where a customer has come to you and is disappointed, but not necessarily angry or frustrated. Choose an industry, describe the customer’s complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business. Question 3.3. (TCO 4) Explain how you would exceed customer expectations by creating value. How does perceived value differ from actual value? What are the costs of diminished perceptions of customer value? In your answer, focus on a particular industry and create a scenario that illustrates your point. What is the impact on the customer, the store/location, the brand, and ultimately the parent company?

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