Read this Businessweek article on how some businesses are looking to improve customer service in these difficult economic times, and answer the following questions.Level 1: Knowledge
1a) Define the term “customer service”
1b) Define the term “cross training”
1c) What evidence of lower customer service levels can you find in the 1st paragraph in the article?
Level 2: Application
2) Explain why BMW Vice-President Alan Harris believes that states that anyone who is in the market with money to spend is going to get treated like a king. What evidence does the article provide against this statement?
Level 3: Analysis
3) Analyse the possible impact of cross training on employee motivation during the current economic climate (Paragraph 2, page 2)
Level 4: Evaluation
4) Recommend 3 additional strategies that Zappos.com may consider to further improve its customer loyalty (Paragraph 1, page 3)
Note Level 1 – Level 4 are questions based on IB standards where
Level 1: Knowledge
Level 2: Application
Level 3: Analysis
Level 4: Evaluation
Words in bold (define, explain…) have a specific meaning in the IB Diploma Program (DP). The meanings are in Glossary of Command Terms Section of the IBO DP Business and Management Guide available at the OCC and from my website
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