Chapter 3: Communication Skills at Work (page 54)
•Complete Project 3.3, Moment of Truth Examples, on page 54 in your textbook
Chapter 3: Decision Making at Work (page 54)
•Complete Project 3.4, Customer Turnoffs Discussion, on pages 54-55 in your textbook.
Assignment 2
Chapter 3: Case Study
(page 55)
• Complete Project 3.5, The Mirror Principle, on page 55 in your textbook
Assignment 3
Chapter 4 Figure 4.2 SWOT Analysis Framework (page 59)
•Pick a Fortune 500 company. Using the concepts from pages 58-59, perform your own SWOT analysis. How do you think your company uses customer service as a part of the strategy?
cheici
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