In a service company, important parts of the productare being designed by the front liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and Incentives

In a service company, important parts of the product are being designed by the front-liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and incentives

Complaint Management is an Investment Cost of customer acquisition vs. retention Loyalty Word of mouth (positive or negative) Information for design changes Compensation may exceed price

Unit Nine \\Text A I. Pre-reading Task II. Related Information Ill. Detailed Study IV. Outline& Summary V. Home Assignment

Unit Eight Text B l. Pre-reading Task ll. Related Information lll. Outline& Summary IV. Detailed Study V. Home Assignment

Unit Five Text A Unit One Text B I. Pre-reading Task II. Related Information Ill. Detailed Study Iv. Outline& Summary V. Home Assignment

Unit Four Text B Text B Table Manners and Customs Pre-reading Task Related Information Detailed Study Outline Summary Home Assignment

Unit Three TextA Text a Why Nations/ Trade Pre-reading Task Related Information Detailed stud Summary&Outline eHome Assignment

Unit Two Text B Unit Two Text B l. Pre-reading Task ll. Related Information lll. Detailed Study lV. Outline& Summary V. Home Assignment By Julia Yuan

Unit One TextA Unit One Text A . Pre-reading Task ll. Related Information Ill. Detailed Study lV. Outline& Summary V. Home Assignment By Julia Yuan