FTCC MKT223 2020 September Chapter 4 Discussion Latest

MKT223 Customer Service

Chapter 4 Discussion

Handling Customer Complaints at Central Petroleum National Bank Case Discussion

Handling Customer Complaints at Central Petroleum National Bank Face to Face p. 169

Respond to the following questions in this discussion forum:

What did you do right in this situation?

What could you have done differently?

Do you believe that Mrs. Wyatt was justified in her perception of the situation? Explain.

Could Mrs. Wyatt have misinterpreted your nonverbal messages?  Explain.

Read the experiences your classmates posts. What could service providers do or say to eliminate negative customer feelings in such situations?

Post your opening response to the question early in the assignment period so that others have time to respond to you.

For a top score, post a thoughtful response to at least two classmates' descriptions of their experiences. Use the above questions as a guide, and add other questions or comments as appropriate.

You must respond constructively to at least two other students. More extensive participation will be noted