Business

Posted: January 10th, 2014

Answer each of the following questions with a correctly formatted response of at least 100 words for each answer, using the Homework Sample in Document Sharing as your template, so that your paper has a cover page, reference page and accurate APA source citation. Cite the question exactly as it is listed below, and then write your answer, remembering to run the spelling and grammar checker on your work before turning it in. Try to apply as many concepts from the text as you can.

Chapter 7, question 3, page 140 (Reviewing the Facts section)

Explain the concept of Net Promoter Score. Why is this score important? How can managers use this improve service?

Chapter 8, question 3, page 163 (Reviewing the Facts section)

What are some of the telltale signs of a chronic complainer? What special customer service techniques can be used when you are faced with a chronic complainer?