FTCC MKT223 2020 September Chapter 5 Discussion Latest

MKT223 Customer Service

Chapter 5 Discussion

Effective Listening-Handling an Irate Customer at Regal Florist

INTRODUCTION

Were You Listening?  Effective listening is the most important skill in communication. It involves both real (actual) listening and perceived (seen) listening. Face to Face Handling an Irate Customer at Regal Florist p. 204

THE PROMPT

 Respond to the following statement and questions in the discussion forum for this part titled "Module Three - Effective Listening."

Do you think that Mr. Boyle should take Regal's past performance record into consideration?  Why or why not?

What listening skills addressed in this chapter should you use in this situation?  Why?

What could you possibly do or say that might resolve this situation positively?

Based on information provided, how would you have reacted in this situation if you were Mr. Boyle?  Why?

If you were Mr. Boyle, what could be done or said to convince you to continue to do business with Regal?

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

Using the skills for effective listening, respond constructively to at least two other students describing how they could have put some of these listening skills to use. More extensive participation will be noted.

SPECIFICATIONS

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