home work
Posted: January 6th, 2014
Customer Service: Career Success Through Customer Loyalty 4th Edition by Paul R. Timm © 2008 Prentice Hall
Chapter 6, question 1, page 121 (Reviewing the Facts section) Look back on your own experiences as a customer and identify situations when little things have made a difference in your buying decision. Think, for example, of places you have stopped doing business with. What little things pushed you out of the zone of indifference into the dissatisfied range? Be as specific as possible and remember that often dissatisfaction come from a series of truly small, almost insignificant turnoffs.
Chapter 6, question 2, page 121 (Reviewing the Facts section) Describe in your own words the three categories of customer turnoffs. Give five specific examples of each.
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