BUSN 258 help Making Decisions/uophelp.com BUSN 258 help Making Decisions/uophelp.com | Page 4

Question 13.13. (TCO 9) Some companies can value profits over
customer relationships. Which of these practices doesn’t sacrifice
customer trust for short-term “bad profits”?
Question 14.14. (TCO 10) Which of these is not a common cause of
anger or frustration for upset customers?
Question 15.15. (TCO 10) When dealing with an upset customer, how
should you view the situation?
Question 16.16. (TCO 11) What percentage of customers want to warn
others about their bad experiences with companies?
Question 17.17. (TCO 11) What percentage of customers who have a
negative experience tell others about it?
Question 18.18. (TCO 12) If you had an issue with a high-roller
customer, how would you start trying to resolve the conflict?
Question 19.19. (TCO 13) Which kind of customer software never has to
be installed on your computer?
Question 20.20. (TCO 13) How long will customers wait for websites to
load? (Points : 8)
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Explain how complicated fares and the perception of inequity between
two different passengers might hurt the credibility of airlines. Include as
much detail as possible in your answer, but focus your answer on how