What should Mario do to get his employees thinking about the better listening ideas described in the chart? What Moral should do to get his employees talking about the better listening Ideas is to make a quick meeting before work and altogether read the better ideas and create scenarios for each one to give examples as to what is meant by each one. 2. How likely is it that people will recognize and change their behaviors based on this brief sage? What else could Moral do? It is likely that by doing this the employees will recognize and change the behaviors.
Another way to reassure they do is by giving incentives to the best customer service performer during a period of time such as a gift card or PIP parking space. 3. What do you think of Marlin’s listening, based on this brief description? Do you know people who communicate Like she did? How do you react? I think from the brief description that Marilyn is a horrible listener. Thankfully I do not know people like that because I do not allow myself, but if someone were to communicate like that I would not respond nor comply so the person understands that is not a productive and positive way of communicating. To what extent are your own listening skills reflective of the poor or effective listener described In the chart? My listening skills are reflective of the effective side of listening as to I comply with almost all of the characteristics in the chart of the effective listener. Consider This Case (pig. 76) – Chapter 4 Critique this Call 1 . What was accomplished by Dialing’s greeting? A sense of direction and clearing up confusion, also making them feel good by being 2. What did Kristin fail to do in her opening remarks?
Kristin failed to say exactly what she wanted and she was also not prepared to ask he question she needed to find the answer. 3. What information did Kristin need to make this a successful conversation? How well prepared was she? Kristin needed the information of all the places that she wanted information about since the beginning. Also she needed to research the company before calling in order to see if it could have been done online and all the info needed was online since the beginning. She was not prepared at all. 4. How well did Dialing handle the call? What specifically did he do well?
Dallas handled the call extremely well. He specifically asked the right questions to mind out what the customer really needed, found the problem, and gave options to the solutions. 5. What would you do differently if you were Kristin? If you were Dialing? If I were Kristin I would have gone online to check out everything before calling without any knowledge. If I were Dialing I would have not done anything differently. 6. Did you notice the ways Dialing reassured the customer? Why is that important? Yes, it is important because it gives a sense of security and confidence to the customer.
Also it gives a reminder of what the point of the conversation is. 7. How was the overall efficiency of this call? The overall efficiency of the call was good, thanks to Dialing. Consider This Case (pig. 77) – Chapter 4 Identify the Errors in Girth’s Call Problem 1 : was not received well: person who picked up was very unprofessional putting him immediately on hold. Problem 2: Garth was put on hold repeatedly and given the same answer: ill ask the owner now on the call. Problem 4: The employee did not know the status of the cars on the lot and did not try to help the customer buy a car.
Consider This Case Weeding Out the Unprofitable Customer 1. To what extent do you think Brunt’s approach will work? 2. What are some possible negative side-effects of implementing such a system? 3. If you were Brunt’s boss, what would you recommend? Mac’s Stack It Deep, Sell It Cheap 1 . Elf Mac and Donned stick with this value proposition, how might that affect customer service? What are the pros and cons from the customers’ perspective? 2. What expectations would you have as you went to shop at their store? Be specific -? what would you expect it to like? 3. How can they best stick with their value proposition?
What should they avoid? 4. Is customer service in such a low – cost operation less important than it would be in a full service retailer? Defend your answer. 5. How could Mac and Donned best avoid customer turnoffs? Exceed customer expectation? Consider This Case (pig. 121-122) Welcome to an Exceptional Hotel does it differ from the customer experience at the other hotels you are familiar with? 2. By learning his preferences, the hotel management was able to manipulate a common experience into one that was very personal for Michael. What else might a hotel do? Be creative in brainstorming possibilities.
Chapter 8 Consider This Case (pig. 139) The Disgusting Restaurant 1 . How easy does this company make it to get feedback from customers? What could they do differently if they are genuinely interested in hearing from customers? 2. What is the effect of their requirement that Paul call them with an exact address (considering that there is only one restaurant located at that Interstate highway off ramp)? What message does that requirement send? 3. How do you react to the company’s excuse that this franchised restaurant and (by implication) that they have no responsibility for cleanliness standards? If you were in a leadership position with this large organization, what would you do to improve the ways they handle such feedback? Be specific. Chapter 9 Consider This Case (pig. 158-159) Customer Retention Done Right? 1 . How would you be likely to feel if you were Sherry? 2. How does the contrast between the manufacturer’s inflexibility and unwillingness to accept responsibility contrast with the retailer? Which is likely to build customer loyalty? 3. What does this short case say about company attitudes toward customer retention? Consider This case (pig. 176-177)
