Frederick Community College BU 274-1 Customer Relations Index# 1968 Fall 2013 Class Starts: January 27‚ 2014 Class Ends: May 16‚ 2014 Last day to withdraw: April 12‚ 2014 Instructor Information: Name: Samantha Robertson Office: N/A E-mail: srobertson@frederick.edu Cell Number: 443-206-4586 Office Hours: Available on request Campus Mail Box Number: 750 Course Information: Credits: 3 Prerequisites: EN 50‚ EN 52 Co-requisites: None On-campus Meetings: N/A
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The Customers’ Revenge Atida Motors’ decades-old complaint policy may be no match for unhappy customers who threaten to take their case to YouTube. by Dan Ariely J IM MCINTIRE‚ vice president of customer service at Atida Motor Company‚ was just about to shut down for the day when he received an e-mail from his brother. “Go to Hell‚ Angel!” the subject line shouted. The message linked to a YouTube video. In “A Letter for Bill Watkins‚ CEO‚ Angel Airlines‚” two stolid executives – “Jeff”
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Remodeling on New and Existing Customers Although retailers invest millions of dollars in redesigning‚ refreshing‚ and remodeling their stores‚ it is unclear that such large investments are worthwhile. Prior research has indicated that remodeling has only a short-term effect. However‚ a previously unexplored area is its effect on those who visit the store for the first time after it is remodeled (new customers) versus those who had visited before the remodeling (existing customers). This study
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Airbus’s New Support Strategy Values Customer Service Airbus is building a new support strategy where customers pay for a significant portion of purchased services with data collected during operations. In a press briefing last December at the aircraft manufacturer’s headquarters in Toulouse‚ France‚ executives from Airbus’s customer services team explained that rather than becoming a standalone business unit‚ integrated customer support can help make Airbus airplanes more attractive. In addition
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Comparing Accounts The Story of an Eyewitness Video link at thinkcentral.com Magazine Article by Jack London Letter from New Orleans: Leaving Desire Magazine Article by Jon Lee Anderson VIDEO TRAILER KEYWORD: HML8-410 What is the role of a WITNESS? RI 1 Cite textual evidence to support inferences drawn from the text. RI 6 Determine an author’s purpose in a text. When events such as natural disasters‚ crimes‚ and wars occur‚ it’s important that a witness describe what happened so that others
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Introduction to MarketingAssignment 1 76500Caritas Institute of Higher Education Introduction to MarketingAssignment 1 -4921253162300706000left6206490NG HOI YAN 1370026BBAHM2 765000NG HOI YAN 1370026BBAHM2 Pegasus Airlines: Delighting a New Type of Traveling Customer The following is a case study of an airline called Pegasus founded in 1989 in Turkey‚ which has already been flying for over 20 years and is Turkey’s most established private airline. It experienced financial crises a couple of times
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Customer Service Research Paper Before I get into further analysis of my own personal experience‚ I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success. An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent‚ smaller businesses
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Customer service is vital in today business industry. Customer service‚ by definition‚ is about serving people; it should be genuine‚ personalised and compassionate. They are a valuable resource to business because their feedback helps to shape and improve the business. Our aim is to ensure that the customer feels good but as well as having a memorable experience. This can be achieved by providing and delivering a professional‚ helpful‚ high quality service and assistance before‚ during and after
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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Journal of Applied Psychology 2010‚ Vol. 95‚ No. 1‚ 1–31 © 2010 American Psychological Association 0021-9010/10/$12.00 DOI: 10.1037/a0017103 Bad Apples‚ Bad Cases‚ and Bad Barrels: Meta-Analytic Evidence About Sources of Unethical Decisions at Work Jennifer J. Kish-Gephart‚ David A. Harrison‚ and Linda Klebe Trevino ˜ Pennsylvania State University‚ University Park Campus As corporate scandals proliferate‚ practitioners and researchers alike need a cumulative‚ quantitative understanding of the antecedents
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