BUSN 258 help Making Decisions/uophelp.com BUSN 258 help Making Decisions/uophelp.com | Page 8

Question 4.
(TCO 13) Which of these is not a current
expectation for electronic customer service?
Question 5.
(TCO 2) Which one of these is not regarded as a potential
turnoff to customers?
Question 6.
(TCO 3) Which of the following is not a best practice for
phone conversations?
Question 7.
(TCO 5) Which of these positive personality behaviors
gives customers goodwill and moves them toward a positive experience?
Question 8.
(TCO 7) Which of the following listening tips can
prevent you from “correcting” customers?
Question 9.
(TCO 7) What does the term “counterattitudinal
advocacy,” or CAA, mean?
Question 10.
(TCO 2) What does the concept of service recovery mean?
Question 11. (TCO 8) A customer has written a letter complaining
about having her reservation cancelled at your hotel. Your hotel is
named the Winter Sands Hotel, and she had a reservation for November
25th. The hotel features a spa, for which she also had reservations. The
spa is not associated with your hotel management, and the spa
reservation could not be cancelled. The customer had to drive to the
appointment, and drive back home, since all the other hotels in the area
were more expensive. Your management will offer her a 15% discount
on a future stay, but needless to say, her letter was not relaxed — she