work

       Telltale effect        Ripple effect        Social contusion        Multiplier effect

       They will always refer 15 people to you.        It will generate positive feelings.        They will always put up positive reviews online.        It will generate a sense of accomplishment.

       Ability to manage knowledge        Predisposition for continuous improvement        Ability to use empowerment        Ability to manage change

       Collaboration        Innovation        Customization        Integrity

       Advertised sales items not in stock        Having to drive to the store        High-pressure sales tactics        Noisy shopping or service environments

       Speak clearly and distinctly        Avoid “dead air” silence        Keep callers on track        Engage callers in personal conversation, no matter how long it takes

       Plant seeds for relationship building        Compliment freely and sincerely        Reassure customers in their decision to do business with you        Pay attention to your dress and grooming

       You should listen for more than just facts.        You should be patient and defer disagreement.        You should try counterattitudinal advocacy.        You should solicit clarification.

       Never talk about something until a customer does        Always try to “one-up” the competition        Know when managers need to be involved        Giving a bigger refund than the sales price

       Continuously sharpen insights into areas where you may be falling short        Reduce or eliminate value, systems, and people turnoffs        Always establish positive connections with incoming customers        Exceed customer expectations to create a positive awareness

11. (TCO 8) This morning, you are surprised to find that your social media site is abuzz with very unflattering talk about the store you work in. You are one of a chain of high-end coffee shops (Mighty Mojo Java), and your location is managed locally and independently of the other locations. Your store manager has an incredible amount of pride in the location, since she is a first-generation business owner. She carefully oversees every detail of the operation, and serves as the store manager and head barista. What is posted on the social media site about the condition of the store is just not true. The complaint is that the store is dirty, and the employees are rude. The complaint alleges that a server named Andre had insulted a customer yesterday evening. You were there, and you know it didn’t happen, particularly because no one named Andre works at your location.  There is no employee named Andreas, Andy, Arthurs, or any name even close. Your store manager has asked you to handle the complaint because you are better at social media and she is too upset to respond clearly. You suspect that the customer is actually complaining about the other location of the franchise in town. Draft a social media post that addresses the customer’s complaints. (Points : 25)

Question 12.12. (TCO 6) A female customer on a video conference says the following: “I’m calling about this purse that I bought at your outlet store. I really liked it but I noticed that there was a stain on the bottom. I went back to the store, and of course that was the only one there, but when I went up to the counter I couldn’t believe what happened! The woman at the counter took the purse, and my receipt, rang it as a return and then cut it to pieces right there in front of me! She said it’s your policy that imperfect merchandise can’t be sold, and must be destroyed. I did get the refund, but if I would have known that, I would have kept it. It was only a small stain and I really liked the purse, but she didn’t even give me a choice about what to do! Is that your policy, or was she just crazy? What are you going to do about this? You have other outlets somewhere, but now I don’t even have the stock number, and I can’t figure out how to find it online. It’s not on your website, but I was even looking at auction sites at this point. Is that really your policy? How can you waste all that money? It makes me want to not buy your products anymore. I’m sure that the planet doesn’t need you wrecking it with factories only to throw things away. Someone could have used that purse! I’m just very upset about the whole thing and the way that it was handled.” Indicate at what point you would have given her verbal or nonverbal feedback, and what form it would take. Then, paraphrase her response, looking for the essence of the complaint. Imagine that you are talking directly to the customer as you type your response. (Points : 25)