Customer Service

For this Assignment:

• Review Chapter 7 of your Customer Service Skills for Success textbook.
• Read the Harvard Business Review article “The Customers’ Revenge.”
• Consider the advice of the five expert commentators at the end of the article.
• Analyze which of the commentator’s strategies you think would be most successful in the context of “The Problem-Solving Model” summarized in Figure 7.10 (p. 270) in your Customer Service Skills for Success textbook and in the context of a small business.

To complete this Assignment, in a 1- to 2-page paper address the following:

• Explain the consequences of ignoring or inadequately addressing negative customer attitudes. How do the issues associated with unhappy customers compare for large and small businesses?
• Based on the article from the Harvard Business Review, compare the two companies. How are the customer service challenges the same for Angel Airlines and Atida Motor Company? Assess which of the five commentator’s strategies for dealing with Atida’s unhappy customers most reflects your opinion. Defend your answer.
• Explain how the strategy you selected fits into the problem-solving model outlined in Chapter 7. How could this strategy be applied in the context of a small business?