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BUSN/258 BUSN258 BUSN 258 Week 4 Mid Term


BUSN 258 Week 4 Mid Term Grade Details – All Questions Question 1. Question : (TCO 9) How many people is an unhappy customer likely to tell about a bad experience? Question 2. Question : (TCO 4) Which employees tend to be the ones dealing with customers every day? Question 3. Question : (TCO 1) Which of these core customer service competencies requires an ability to listen to the customer and assess their situation? Question 4. Question : (TCO 13) Which of these expectations for electronic customer service describes the ability for customers to participate in making products better? Question 5. Question : (TCO 2) Which one of these is not regarded as a potential turnoff to customers? Question 6. Question : (TCO 3) Which of the following is not a best practice for phone conversations? Question 7. Question : (TCO 5) Which of these positive personality behaviors helps customers relax before committing to doing business? Question 8. Question : (TCO 7) What is it called when people pretend to be listening, but aren’t really paying attention? Question 9. Question : (TCO 7) What does having an escalation policy mean for customer service? Question 10. Question : (TCO 2) Which is true of customers who are satisfied? Question 11. Question : (TCO 8) A customer has written a complaint on your website about your company’s latest video game. The game content is too violent, she feels, for the rating that the ESRB assigned to it. Her middle-school age son was able to buy the game without parental approval, by saving his allowance and going to the store with her ex-husband. She found her son playing the game with his friends, and was appalled that such a product was not better screened. Your company produced the game with teens in mind, and was going for a higher rating. Your company was actually disappointed that the game did not receive the higher rating, because now there is a marketing problem since the rating does not match the audience. Your management is currently exploring putting a warning label on the game, but the initial run has already shipped. There is no way to influence the rating board’s decision short of recalling the game and re-releasing it with a different title (something your management won’t do). Address the customer’s concern by drafting a response post that you would use to reply to her via the website. Question 12. Question : (TCO 6) A female telephone customer says the following: “Hey, I don’t want to be a drag, but I’ve been hanging on this phone line for 15 minutes. You people cancelled my call blocking service when I added voicemail to my system. What am I paying you for the call blocking now? I haven’t had it for three weeks, and I’ve been getting all these annoying telemarking robocalls at two in the morning, and I don’t even pick them up, you know, most of them are dead air or just a computer, and I know that if you pick them up. They just add your name to a target list and then they keep calling and calling. Some of them are fake charities and I don’t even want to guess where the money goes. I mean, if you read up on these things, what they say is that maybe ten percent goes to the actual charity and then the rest of it they just keep. All they have to do is buy an autodialer, and then maybe get a phonebook, and then they just start collecting money from these supposed donations. If I’m going to give money to a charity, I know they all have overhead, but I want most of it to actually go to the people I’m supposed to be supporting. So, yeah, I had like 20 phone numbers on the list, and I guess they’re all gone, now, when you cut off that service, right? What happens now? I didn’t write down any of the numbers, I just blocked them when they came up, and some of them I can’t get back because the callerID is spoofed â€


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