Describe four positive steps to better listening

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1) Name the three kinds of customer turnoffs described in the chapter. Who, in an organization, is primarily responsible for each?

2) What is Web-based customer service and why is it important?

3) What is a company's "culture?" What are some key characteristics of the culture at Yum! Brands, Southwest Airlines, and Zappos?

4) Define what the word "customer" means in the context of this chapter and discuss the two different kinds of customers that every business has.

5) Describe four positive steps to better listening.

6) Summarize the advantages to a company of having "call centers" rather than having any employee handle phone calls. (Service Sector Management)

Reference no: EM13904273

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