Reference no: EM133675097 , Length: 1 Pages

Assignment:

"Service Breakdowns and Recovery"

Introduction

This assignment is designed to help you determine appropriate strategies for dealing with various types of customers. By the end of the chapter, you should be able to develop better relationships with internal customers and use the six-step Problem Solving Model in handling difficult customers.

The Assignment

• Read Chapter titled "Service Breakdown and Recovery"
• Answer the questions below and send them to the instructor using the instructions below
• Be sure to answer the questions with complete sentences and demonstrate that you understand the concepts in the chapter.
• Be sure that you define all terms within a question rather than just listing terms that are part of a question.

QUESTIONS

1. What is meant by the term service breakdown. Define thoroughly.
2. What tactics can you use to deal with angry customers?
3. What can you do to assist indecisive people in coming to a decision?
4. How can you effectively deal with rude or inconsiderate customers?
5. List the strategies for effective problem solving and explain each.
6. What is service recovery and when do you need to implement it?

Resources to Consider

Specifications

• Acceptable length: one page, with at least 11 font (please do not use unusual fonts or colors)
• Formatting: please put your name, course number/section, and assignment title at the top
• To receive a top score: your paper should be submitted by the due date and all questions should be answered thoroughly; paper should be free of spelling and grammatical errors as well

Complete and submit this assignment by clicking on the "View/Complete" link below and attaching or copying/pasting your work in the assignment window.