Dr Hassan

READ CHAPTER 2, Use Behaviors that Engage Your Customers

Homework Assignment:

1.     Complete “Reviewing the Facts” 6 (When creating your answer, remember that “some” is more than two!) Also, make sure to answer both parts of the question.

1. Read Action Tip 6 (on page 51)—Bite Your Tongue before InterruptingA. Write 2-3 paragraphs regarding pausing and not interrupting someone while they are still speaking. Explain why is it important not to interrupt people when communicating.

READ CHAPTER 4, "Use the Telephone Well for Good Service"

1.  Complete "Reviewing the Facts" numbers 7 & 10.

READ Chapter 5, Use Friendly Web sites and Electronic Communication 

LOOK AT THE CHAPTER 5 EXAMPLE under the Homework Helps and Examples page (on the top of the modules section) before submitting your assignment. Your site analyses should be complete as shown in the example.

1.     Complete “Applying the Ideas:  Explore the World of E-Service” #1 ONLY. Answer each question completely foreach Web site.

     a.  Write a separate analysis for each site.

     b.  BE THOROUGH in your analyses, this assignment is worth 30 points.

LOOK at the Chapter 5 example before 

LOOK at the Chapter 6 example on this Web site under the Homework Helps and Examples page (on the right of the main class page) before submittingyour assignment. Your site analyses should be complete as shown in the example.

READ CHAPTER 6, "Recognize and Deal with Customer Turnoffs"

READ ALL OF THE INSTRUCTIONS BELOW (clear to item "f") BEFORE DOING THE ASSIGNMENT.

 1.  Complete "Applying the Ideas: Discovering Customer Turnoffs" #1 ONLY, Let’s go Mystery Shopping (MYSTERY SHOP 2 BUSINESSES ONLY).

       a.  Copy and use the form on page 106 for your visits as the basis for your report. DO NOT INCLUDE THE COMPLETED FORMS WITH YOUR ASSIGNMENT. Write a separate REPORTbased upon your findings EACH business.

       b.  Compile the report as instructed in letters "d & e" on pages 105-106.

       c.  INCLUDE THE NAMES AND LOCATIONS OF EACH BUSINESS VISITED

       d.  Do NOT include the completed forms.

      e.  DO NOT give a story of what happened.

       f.  Report your findings for each of the TWO businessseparately, but in one file based upon the form you fill in for each business.

READ Chapter 7, Insight into Emerging Trends in Customer Service

Homework Assignment:

1.     READ "Consider this Case, Welcome to an Exceptional Hotel" at the BOTTOM of page 121 and the top of page 122.

      a.  Answer Probe #1 ONLY. 

      b.  Write at least two (2) FULL paragraphs for this assignment.

x, submit both parts in one file for THIS assignment. Put ONLY your paragraphs about the Marshall Field quote in your ePortfolio for grading later.

 1.  Read the quote below by Marshall Field.

       "Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Those only hurt me who are displeased but do notcomplain. They refuse me permission to correct my errors and thus improve my service."   Retail Pioneer Marshall Field

        a.  Key in the quote at the top of your page along with the author’s name because this part of the Chapter 9 assignment will ALSO go into your ePortfolio. 15 points

        b.  Then, write three or four paragraphs on your feelings about this philosophy.

              i.  What does it mean? Do you think it is correct? Incorrect? Why?

        c. THIS part of the ASSIGNMENT SHOULD BE submitted for the Chapter 9 assignment AND PLACED IN YOUR e-PORTFOLIO for grading.

2.  RE-READ the paragraphs under the heading "Maintain Healthy Attitudes About Customer Recovery" on pages 143 and 144 ANDthe side bar on the BOTTOM right side of page 143 about "the customer is always right" philosophy.

two or three paragraphs telling why following a win/win philosophy rather than the customer is always right philosophy would make sense not only for return business, but would most likely be economically sound even if you lose money on one transaction.  10 points

        b.  READ this information carefully and make sure you understand what is being taught.

Homework Assignment:

1.     Complete “Applying the Ideas” #2 only, but use THREE OR FOUR PARAGRAPHS (rather than one as the instructions say) to describe your restaurant.

a.  Include a thorough description of the restaurant and what it will be like.

.Number each of the 5 ways you will exceed expectations as you thoroughly describe them.

      c.  Be complete in your answer, this assignment is worth 25 points.

READ Chapter 11, Exceed Customer Expectations with Information

Homework Assignment:

1.     READ "Consider This Case, The Nontechy Solution" on page 190.

2.     Answer Probes 1, 2, and 3. Be complete in your answers.

READ Chapter 12, Exceed Customer Expectations with Convenience and Timing

1.  Complete “Applying the Ideas:  Give A-Plus Convenience”#1 ONLYon page 201.

a.     Be specific and thorough in your answer.

b.     Give at least five (5) ideas in your answer and number them as you throughly describe them.

c.     You should include details, not just a list.

READ Chapter 13, Influencing Others to Give Great Service

Homework Assignment:

1.     Re-read the section on empowering employees on pages 217–218.

       a.  Also go tohttp://teambuildinginc.com/article_cookies.htm (Links to an external site.)Links to an external site. and read the article.  (Links to an external site.)Links to an external site.

       b.  Then, answer “Reviewing the Facts” #8 on page 220.

       c.  You should have three or four paragraphs for this assignment.

       d.  Include your own ideas and reasoning along with what the text and the Web article says.

BE COMPLETE AND THOROUGH IN YOUR ANSWER since this assignment is worth 20 points.