Busn 258 Review Questions Week #2

Topics: Customer service, Customer, Customer relationship management Pages: 2 (437 words) Published: March 29, 2013
Review Questions
BUSN 258 Customer Relations
Sam Torres III
Week 2 Assignment

Review Questions:

8. What are some factors (patterns of behavior) that project a company’s culture? List several examples from organizations you work in. The factors that are most important in the creation of an organization’s culture include founders’ values, preferences, and industry demands. A company’s culture, particularly during its early years, is inevitably tied to the personality, background, and values of its founder or founders, as well as their vision for the future of the organization.  It is shaped in the early days of a company’s history. When entrepreneurs establish their own businesses, the way they want to do business determines the organization’s rules, the structure set-up in the company, and the people they hire to work with them. While founders undoubtedly exert a powerful influence over corporate cultures, the industry characteristics also play a role. Industry characteristics and demands act as a force to create similarities among organizational cultures. For example, despite some differences, many companies in the insurance and banking industries are stable and rule oriented, many companies in the high-tech industry have innovative cultures, and companies in the nonprofit industry tend to be people oriented. 3. What are three major elements that complicate listening? Give customer-service related examples of each. The three elements that complicate listening comprise the internal, environmental and interactional elements. To start with, internal elements involve the use of words at a level that the hearer can hear, and the most importantly, can understand. Talking loudly and nonsensely or meaninglessly can totally deviate your customers from doing business with your company. The customer services on the phone can result in such scenario if the voice of the customer rep is too low or too loud, or the line is not clear or s/he uses very technical words...
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