“Title Page: The report must have a title page (Name, Date, & Title)\r
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Body of Paper:\r
Three (3) to Four (4) Pages\r
Include each question and answer to the question written out within the paper’s body in either Eleven (11) or Twelve (12) Font\r
Each question should be written in a sub-header format by numbering an underlining the question\r
To get full credit for each question’s answer, the student must write a minimum of one (1) paragraph to address the student’s analysis, thoughts, or opinions regarding their reading and the question being asked of them to answer. A paragraph is a minimum of Four (4) to S (6) sentences or 125 words.\r
Questions:\r
1) In your opinion, what was the message Graf wanted to convey in this book and did Graf succeed in conveying his message to you as the reader?\r
2) In your opinion, in analyzing the book as a whole what are three (3) lessons that you learned that you can utilize in the future within carrying out customer service for a company?\r
3) There were six (6) stars discussed in the book. If you had to rank them from One (1) through Six (6) on easiest to carry-out 100% of the time (1=easiest and 6 =hardest), show your ranking system and give the reason why you ranked the star as you did. Also discuss, your expertise on carrying-out the specific star. In other words, is this a star you know and feel comfortable carrying out or is it one you would have to practice a little more to call yourself an expert at the specific star.\r
4) Do you agree with Graf in \”Playing Favorites? Why or Why not?\r
5) \”Every day is Saturday\” is a quote about Graf in the book. What is your Everyday and Why?\r
6) In \”The Good, The Great, and The Terrible\” chapter there are several real-life examples of real-life companies.\r
Pick two of them, and discuss if you would have handled it the same way as discussed in the book and if you would have, Why? If you would not have, what would you do differently and Why?\r
7) When reading the five-star example that Graf describes, did you agree it was five stars prior to reading the break-down? Why? Did you agree that it was not actually a five-star service after reading the breakdown and \”things to think about\” reflection he discussed? Why or Why not? Do you think his suggestions are in good alignment or over the top? Why?\r
8) In reading Graf’s two Motto’s he uses in serving customers, did you think about adopting one or two of them or did you think of one or two different one’s that fit your personality and style? Share your two mottos that would completely describe your approach to Customer service. \r
9) In the three goals that Graf speaks of when discussing \”know your customer”, Are these goals easy to achieve for everyone? For you personally? Why or Why not?\r
10) Finally, in \”Making Customers the Center of your Business\” section within the book, Graf goes on to discuss, he discussed six (6) practices for businesses and customer representatives to make the customer the center of everything of the business. Do you agree with them? Why or Why not? If you agree do you/would you follow these practices? If you do not agree, what changes would you make to the suggested practices? Why or Why not?\r
No Citation page is necessary for this paper! However, citation of quotes or statistics need to be acknowledged in all answers direct quotes or statistics are used.\r
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