Customer Service

Customer Service: Career Success Through Customer Loyalty

Fifth Edition, 2011 ISBN-13: 9780135063972

Paul R. Timm WEEK ONE

Prentice Hall

Writing Assignment for week one

· Begin each writing assignment by identifying the question number you are answering followed by the actual question itself (in bold type). 


•  Use a standard essay format for responses to all questions (i.e., an introduction, middle paragraphs and conclusion). 


•  Responses must be submitted as a MS Word Document only, typed double-spaced, using a standard font (i.e. Times New Roman) and 12 point type size. 
Word count is NOT one of the criteria that is used in assigning points to writing assignments. However, students who are successful in earning the maximum number of points tend to submit writing assignments that fall in the following ranges: 
 Graduate courses: 500 - 750 words or 2 - 3 pages.

•  
Plagiarism 
All work must be free of any form of plagiarism.

•  Put written answers into your own words. Do not simply cut and paste your answers from the Internet and do not copy your answers from the textbook. Be sure to refer to the course syllabus for more details on plagiarism and proper citation styles. 


Please answer ONE of the following: 
 


· Your author cites Ockham’s razor—a logical approach which asserts that, when trying to understand a situation, the simplest explanation is usually the right one. What does this mean in the context of customer service? 


· What are the three “I”s of eye communication and how do you see each used in a typical face- to-face sales encounter? 


· Describe the physiological and psychological differences between listening and hearing.