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Customers complain for different reasons. The most common reason is because their expectations are not met. Dissatisfied customers can do more than ruin a CSR's day: they can also steer prospective customers away from the company. In the following exercise, consider a time when you were a dissatisfied customer.
Refer to Chapter 6 of The World of Customer Service as you complete this assignment.
Your assignment is to write a paper addressing the following:
As a customer, describe two complaints have you had in the past six months regarding a company you've purchased from. If you have not had a bad purchase experience in the past six months, you may create a potential scenario or use that of a friend or family member.
Did you handle these complaints by contacting the company? Why or why not?
How can a customer service representative learn from the complaints you described above?
Answer each question in one or two paragraphs.
Learning contract proposal that will form the basis of your learning contract report.
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You have been appointed by Sony as a consultant on change management. Advise Sony on how they could implement the change by using the various theories of change you have learnt.
The purpose of this project is to help you to gain an understanding of how the stock market works and of the relationship between theory and practice.
Find not only the optimal production quantities, but also the optimal total cost.
Describe the management process and identify the skills required to manage business organizations.
Case Study : Bert's Bonsai and Aquatic Sport Museum Prepare a knowledge management system.
Demonstrate understanding of the many-sided nature of knowledge management
Write a paper on Historical Trends of Management.
Theory of Planned Behavior and Integrated Behaviors Model
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