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(PM:013, PM LAP 1) Explain the role of customer service in positioning/image
Facing the Feedback
Directions: Access
www.PlanetFeedback.com, and click on the Tools for Consumers link in the upper, right-hand corner of the screen. Locate the 15 Minutes of Fame section of the page, and click on a letter that sounds interesting to you, and print it. Answer the following questions on a separate sheet of paper, pretending that you are the manager responsible for responding to the customer’s letter. When you are finished, share your responses with the teacher.1. Is the letter a complaint, a compliment, a question, or a suggestion?
2. How is the letter likely to affect the business’s image?
3. How is the customer’s feedback helpful to you as a manager?
4. What, if anything, does the author of the letter seem to want or need from the business?
5. What will you tell your employees about the letter?
6. What will you say/do in response to the customer’s letter?