Answered: course, saying, "Your syllabus is…

Business

Management

course, saying, "Your syllabus is available on our online learning management system. I

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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Similar questions

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Task: Respond to the Discussion A discussion response is meant to allow a person time for personal reflection in order to respond thoughtfully to a topic following a group discussion in which ideas and thoughts were exchanged on a particular topic or issue. Discussion: Services comprise intangible experience which is being provided by the service provider to the customer who has paid for those services. For example, educational services are given by educational institutes to the students. Relationships with customers are very important at every stage and every level and therefore customers are very much important in services marketing. All the activities in services marketing are directed towards customer satisfaction right from the beginning till end. This asks for quality assurance from the service provider in the whole process. By comparing services marketing with marketing of a product, customer relationship becomes very important as service provider and customer has a direct…
An angry customer rudely blames you for a service failure, even though the problem was caused by the customer's mistake. What is the best way to avoid getting defensive? Realize the customer is mad at something else, avoid taking it personally, and calmly explain to them what they did wrong. Let the customer vent about what they think caused the problem and then tell them the true cause of the issue. Remember "the customer is always right" and continue to treat them with respect. Respond with empathy: Put yourself in the customer's shoes and remember a time you were in a similar situation.