After the economy slowed, your boss called a meeting to speak with your team: We need to
Question:
After the economy slowed, your boss called a meeting to speak with your team: "We need to double our usual efforts to retain customer loyalty. In order to do that, we need to know what our customers are feeling, what they want and what they need. I want us to design a survey that will determine whether or not our customers are happy and ask them what changes we should be making to our services."
Apply active listening skills by considering your boss' messageand selecting the response that best interprets the main point.
"I'm hearing that our customers are unhappy with our current services and that we need to survey them to understand why. What do you imagine the survey will reveal?"
"I'm hearing that you don't think our customers can afford our services anymore because the economy has declined. Do you think the economy will improve soon?"
"I'm hearing that retaining customers during these challenging times is a priority and you think feedback is important to achieving that goal.Can you tell us more about what you envision for the survey?"
"I'm hearing that if we can remind our customers how great our company is, they will stay loyal regardless of the economy. Will this survey accomplish that goal?"
Expert Answer:
