Customer Service Issues

Assignment 1

Chapter 5:  Communication Skills at Work (page 87)

• Complete Project 5.3, Time Management Suggestions, on page 87 in your textbook
• Chapter 5: Decision Making at Work (page 87)
• Complete Project 5.4, How to Motivate an Unenthusiastic Teammate, on page 87 in your textbook.

Assignment 2

Chapter 6:  Communication Skills at Work (page 104)

• Complete Project 6.3, CSR Forums – Reacting to Customer Complaints, on page 104 in your

textbook.

Chapter 6:  Decision Making at Work (page 104)

• Complete Project 6.4, Relocating the Office, on page 104 in your textbook.
• Submit to your instructor using ACoT e-Learn.

Assignment 3

Chapter 6: Case Study (page 105).

• Complete Project 6.5, Resolving Complaints, on page 105 in your textbook. Include in your analysis the points of an effective win back message

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