10. C – Control A - Acknowledge R - Refocus P – Problem Solve (Bacal, 2004)
11.
12. Works Cited Target: careers: culture. (2010). Retrieved from http://sites.target.com/site/en/company/page.jsp?contentId=WCMP04-031452 Nordstrom careers: our culture. (2010). Retrieved from http://about.nordstrom.com/careers/company/our-culture.asp History of dairy queen, idq- dairy queen. (2010). Retrieved from http://www.dairyqueen.com/us-en/history/("History of dairy," 2010) Bacal, R. (2004). What is the Carp system for defusing angry customers?. Retrieved from http://customerservicezone.com/faq/angercarp.htm
Notes de l'éditeur
-customer service is really just interpersonal communication in a professional setting -learned more about how we interact than other social settings -the more people you meet, the more you learn
-these are both found in the text -fully understand customer -find out exactly what they want in the quickest way -repeat their request, confirm their desires -non-verbal is so important-smiling, nodding, eye contact -comment card fill out-she looked me in the eyes and smiled
-Companies use interpersonal communication as their direct method to bring customer satisfaction -mottos and slogans often make up the entire “brand” of a company -target for instance-fast fun friendly -trained to be this way with every guest, including timing our transactions, greeting guests, and our overall attitude
-slogan explains the company -ice cream sells itself but -we just sell the product with sizzle words -tempting the customer with commercials and pictures -the food appreance and quality is most important
-reknowned for customer service -well respected, desired retailers -work on commission -stores immaculate, well put together, well staffed, includes no questions return policy, free alterations, and a comfortable Shopping experience
-after working or being a patron at all of these places -the downside of interpersonal communication -sometimes there is a misunderstanding in one party, or both -you end up with a very frustrated customer! -they can shake you up, and rattle your nerves,affect you job -one method ive learned is easy to remember by an ugly fish
