Running head CUSTOMER SERVICE .docx

Running head: CUSTOMER SERVICE
1
CUSTOMER SERVICE
2
Independent Auto Sales and Service: Customer Service
Tyvon Holmes
SBE-310
Summer
Professor Butler
DeVry University
July 12, 2015
1. If you were an owner or leader in this business, what could
you do to help employees understand the value of excellent
customer service?
To help employees to understand the value of excellent
customer service, I would create two scenarios for them to

notice the difference. In one case, they would approach me,
whereby I would be playing the role of an employee. I would
then speak rudely to them and record their reaction. In the next
scenario, they would approach me, and I would treat them with
courtesy and respect. After these sessions, I would ask them to
choose which of the two employees they would deal with, as
customers. Based on this, they will realize that any interaction
with the customer plays a big role in determining whether the
customer returns to the company or goes away forever
(Goodman 2009).
2. Who are your external customers and what are their specific
needs? (Describe at least three.)
External partners are individuals who seek a service or product
from an organization. There are three external customers of IAS
(Tschohl, 2011). These include car buyers, who are looking for
used cars to buy that are in good condition. The second
customer is the local city government; which depends on IAS
for servicing of their cars. Third is the building contractor who
also depends on IAS for servicing of their cars.
3. Who are your internal customers and what are their specific
needs? (Describe at least three
Internal customers are individuals within the organization who
depend on their colleagues to fulfill their duties. These include
the service manager, salespeople and the qualified mechanics.
The service manager depends on his team of qualified
mechanics to fulfill his duties. Sales people depend on other
staff to fulfill customer needs. Third, the qualified mechanics
will rely on the service manager to assign them tasks.
4. What are some starting points for developing the core
competencies we discussed in your selected business? Be as
specific as possible
The starting point for developing the core competencies is
teaching the staff the proper approach to dealing with
customers. Ray should be able to promise only what he can
deliver to the clients and guide his team to effectively handling

customer repairs. Secondly, there should be teamwork within
the organization so that all employees are aware of the activities
taking place within the organization. In this case, the sales team
should sell the repair aspect of the business in addition to
selling of the main product, which is used cars.
5. How could your business apply the ideas in this chapter to
build customer loyalty?
Customer loyalty can be established by ensuring that all the
needs of the customers are met by the business (Woods, Hebron
& Bradley, 2002). All the promises and deadlines that are given
to the customers should act as the guiding point for the
organization. Once customers are satisfied with the services
offered, there is a high probability that they will come back.
Additionally, they should be treated with courtesy and
professionalism while dealing with the company.
References
Goodman, J. A. (2009). Strategic customer service: Managing
the customer experience to
increase positive word of mouth, build loyalty, and maximize
profits. New York: AMACOM.
Tschohl, J. (2011). Achieving excellence through customer
service.
Woods, A., Hebron, L., & Bradley, S. (2002). S/NVQ level 2
customer service. Oxford:
Heinemann Educational.

SUMMARY ASSIGNMENT 2
SUMMARY ASSIGNMENT 4
Summary Assignment
Julio Garcia
Chamberlain College of Nursing
Running head: SUMMARY ASSIGNMENT 1
Summary Assignment
Summary Prewriting
Theme: Health and Wellness
Topic: Domestic Violence
Title: Addressing Domestic Violence Against Women: An
Unfinished Agenda
Intended audience: The intended audience is primarily women.
However, the article is not solely focused on effects of domestic
violence for women. It is aimed at family members, leaders in
the community as well as young women.
Writer’s background: Ravneet Kaur is a Dr. at the Department
of Community Medicine in New Delhi, India.
Writer’s angle: The author is writing this to inform the
community about what exactly domestic violence is. The author
explains health implications that come along with domestic

violence and answer the all important question, why do women
stay?
Part 1: The one-sentence summary
Domestic violence is a wide spread, deeply ingrained and has
serious impacts on women’s health and well-being.
Part 2: The one-paragraph summary
Domestic violence against women is an age old phenomenon.
Women were always considered weak, vulnerable and in a
position to be exploited. Violence has long been accepted as
something that happens to women. Cultural norms, religious
practices, economic and political conditions may set the
precedence for initiating and perpetuating domestic violence,
but ultimately committing an act of violence is a choice that the
individual makes out of a range of options. The physical health
consequences of domestic violence are often obscure, indirect
and emerge over the long term.
Part 3: The multiple-paragraph summary
“Many forms of verbal and psychological abuse appear
relatively harmless at first, but expand and grow more menacing
over time, sometimes gradually and subtly. As victims adapt to
abusive behavior, the verbal or psychological tactics can gain a
strong ‘foothold’ in victims’ minds, making it difficult for them
to recognize the severity of the abuse over time.” (Witness
Justice, MA, USA) Violence against women is a violation of
basic human rights. The impact of domestic violence is far
reaching. Children who witness domestic violence may develop
serious emotional, behavioral, developmental or academic
problems. As they develop, children and teens who grow up
with domestic violence in the household are more likely to use
drugs. More importantly they are more likely to use violence to
enhance their reputation and self-esteem
Economic dependence has been found to be the central reason
why women stay in an abusive relationship. Without the ability
to sustain themselves economically, women are forced to stay in
abusive relationships and are not able to free themselves from

the violence. Many times it may be a value or because of
cultural norms that women stay in abusive relationships. For
instance many women may feel that divorce is wrong and
against Gods will.
Part 4: Your reaction
Domestic violence is wrong. It is something weak and
insecure men do to try to intimidate their partner and impose
their will through the use of violence. The author made
excellent points, which I agree with. The author was very
persuasive and was able to relay his message by using more
than one example. The article touched on several points of
domestic violence such as why women stay, the impact domestic
violence has on children, as well as health implications from
domestic violence. I feel that the author was able to connect
with the intended audience by looking at domestic violence as a
whole and not just as a physical act. The document was
designed to use headings, which make the paper very easy to
follow and read. I do not see how anyone could argue any
points made by the author. The use of examples and global
statistics was impactful to say the least.
Part 5: Reference
National center on elder abuse. Washington DC: 2005. Fact
Sheet: Domestic violence: Older women can be victims too.
R. Kaur Addressing Domestic Violence Against Women: An
Unfinished Agenda (2007) Indian Journal of Community
Medicine.

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