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Identifying or predicting positive and negative outcomes at Network Solutions, Inc. may be aided by the information on page 22 of the text where the author identifies the characteristics of an ideal performance management system (PMS). For this discussion, read Case Study 1-2: Performance Management at Network Solutions, Inc. on […]

This forum is in two parts; so, please address both in your post. Chapter one describes the procedural and personal dimensions of quality customer service, defining their interaction into four distinct patterns of meeting customer expectations. Part 1: Put yourself into the shoes of John or Jane Q. Public for […]

There are two parts to this culminating assignment: 1) Leadership integration paper, and 2) Leadership development plan. This assignment is built around the Emotional Intelligence 2.0 Assessment that you completed and the VIA Survey of Character Strengths (online assessment). During the term we will also have additional exercises and reflections […]

Have you experienced the use of language that “argued for” something, while in fact undermining the very issue for which the speaker appeared to have been building the case? The instructor is curious if you can easily observe and identify doubletalk and doublethink? Please be honest and creative, and feel […]

Read the following scenario and prepare a two page response: A large communications company has decided to institute a “Studio” model in their customer service department. Instead of individual CSR’s providing service to specific accounts, CSR’s will be placed in teams (studios) consisting of 6 members. The studio will service […]

Identify and describe a service encounter where technology helps create and deliver the service in total or in part. What hard and soft technology most likely is involved?(one complete paragraph)