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Workshop 5: Company Versus Customer
Goals:
 | Learn how to defuse customer complaints |
| Explore techniques for negotiating with customers |
| Understand how employees' decisions may conflict with company policies |
Key Ideas:
| defuse--to calm or pacify; to make less threatening or dangerous |
| products--items produced by workers |
| services--acts that provide the help that consumers want (e.g., preparing
and serving meals, repairing equipment, guarding property) |
| policy--a pre-established regulation for dealing with an issue or a
problem |
Power Point Presentation
 C2000 CD Study Guide
| Video Case Study |
| Review Questions |
| Activity Worksheets |
| Quiz |
Overall Paper Format - MLA
| The paper should be typed and double-spaced, on standard 8 ˝” x 11”,
20-pound white paper.
| All four outside margins should be set at 1 inch.
| A header with consecutive page numbering should appear on the upper
right-hand corner of each page. It must be flush with the right margin, and
one-half inch down from the top margin.
| A title page is not necessary (unless otherwise requested). Instead of the
title page, four double-spaced entries are made, beginning at the top
left-hand corner of the first page, listing author (your) name, course
instructor’s name, course name/number, and the date.
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