Mrs. Johnson's Classroom
CompuScholar - Instructions
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Understanding Marketing Concepts and Thinking Critically
DIRECTIONS: Read pages108-112 in your textbook. Using these pages, answer the following questions. You will need to READ, ANALYZE, and EXPLAIN your thoughts for questions 3 and 4 in complete sentences. Press SUBMIT when you are done. When you press SUBMIT it sends this assignment directly to my iPad!
#1. The customer service gap
is the first step toward customer service.
is not a major factor for businesses to consider.
indicates unmet customer service expectations.
must be established and maintained for continuous success.
#2. Which element would NOT be a part of a "value-based culture"?
going beyond expectations
explaining to customers that their problem is out of their deprtment
providing top value
#3. Make an acronym for good customer service. List the word for each acronym and explain how it relates to outstanding customer service.
#4. USE THE INTERNET: Locate a story related a creditable story online about "outstanding customer service" related to the SPORTS or ENTERTAINMENT industry. List the names of the organization(s) providing the services and what they do that qualifies as excellent customer service. (Provide the website you found the information)
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