Customer Relationship Management
The recommended textbook for the subject: A Practical Approach (6th Edition) – 978-0-13-274239-9 (ONLY CHAPTER 8 & 9 FOR THIS ASSIGNMENT). AND TED VID
AND TED VIDEO: How Great Leaders Inspire Action (click on the title for hyperlink).
Does your workplace have anything in place to motivate employees? If so, are these items effective or ineffective, please describe? Do these items motivate you? Explain why or why not?
The television show Undercover Boss takes CEOs, presidents, and leaders of a particular company and puts them in disguise so they can go work on the front lines of their company. Do you feel, in general, that this is a good idea? Defend your answer. What company’s leader do you think should go undercover and work the front lines? Explain why.
Identify one individual who, in your opinion, is an excellent leader. List the qualities that this individual demonstrates as he or she interacts with others and why these are important to you.
Do you set goals for yourself? If so, what motivates you to do so? If so, do you tend to accomplish them? Why do you feel you do or do not accomplish the goals that you set for yourself? If you do not set goals for yourself, explain why not. Be specific.
VIEW TED VIDEO: How Great Leaders Inspire Action. Then:
Pick a customer service context (tech support, customer service order desk, etc.) and describe how leaders in the company could use the ideas contained in the video to inspire a higher level of customer service. Be specific.
Companies struggle constantly with maintaining good morale within their organization. Explain steps an organization can take to improve or maintain good morale among employees, and why these steps would improve your morale.
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