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The question is at the link below. Please help!!!
USE THE LINK TO THE QUESTION( COPY AND PASTE THE LINK AND YOU WILL SEE THE FULL QUESTION)
https://www.chegg.com/homework-help/essentials-of-business-communication-8th-edition-chapter-6-problem-5AC-solution-9780324588002
Expert Answer
Positive attributes of the given online posts :
1) In the example “b”, Marla Daley could not place an order online on “Box and Barrel” since there was an issue with the website. She tried calling up the customer care but that did not work. When she wrote about this on their page, the customer care executive has asked her to place her order through a helpline and mentioned that they are ready to help. And subsequently, they kept their word and gave her best customer service and make her feel nice and wow for their service.
This gives us an image that the company is concerned about its customers and can go to any extent (here, they gave her an extention of a 15% discount offer) to make its customers happy.
2) In the example “c”, JD Lopez wanted some details about LG BANTER, and he dropped a message to “Sky Horizon Wireless” for the same. And he receives a reply to follow their page for more updates. Here, the company is trying to raise the level of curiosity among its customers. This is a positive way to arose awareness among its customers.
Negative attributes of the given online posts :
1) In the example “a”, the customer Heather Jones was not satisfied with the customer service provided by an auto insurance provider GEICO. The customer care executive did not help the lady in an appropriate way. Although Jones has a complaint of poor customer service, Geico executive does not seem to be bothered about her problem. Instead, he asked her to mail if she has any issues. He just replied as if he is not bothered about her problem, hence asked her to mail her issue such that they can answer her at their convenience. Instead, he would have verified the facts by asking her the reference number and should have acted in a more positive way.
2) When Dee Inns was giving a suggestion on Ubuntu Linux, VP of Turbotax was very blunt in answering her saying that they are way they are and indirectly indicated that they have no idea to go for that version. That was not acceptable atleast from the vice president of a company. He should be humble and concerned about the suggestion which his customer has given. Instead, he was not in a mood to welcome new ideas.
