In our Kaltura discussion and in the PP from the Chapter I we discuss the impact of complaints How staff can respond and how they can point the firm to areas of concern and help identify and fix process delivery issues Consider your own experiences interacting with service firms as an employee or as a customer Identify an interaction where you did complain or if you did not you felt you should have complained or as an employee where you received a complaint Describe the service firm and solution they offer customers Then describe the complaint (Target one paragraph about 100 words) Was the issue a Moments of Truth in the interaction and describe why you believe that to be true How did (or should have) the service firm manage respond to the complaint What could they have done to avoid the complaint in the first place (Reminders Checklists Process changes) Explain (Target one paragraph about 200 words) Respond to at least two other separate product posts Do you agree with the authors interpretation of the issue and the solution proposed Why or why not (Target one paragraph about 50 words each)

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In our Kaltura discussion and in the PP from the Chapter I/we discuss the impact of complaints. How staff can respond and how they can

In our Kaltura discussion and in the PP from the Chapter I/we discuss the impact of complaints. How staff can respond and how they can point the firm to areas of concern and help identify and fix process/delivery issues.

Consider your own experiences interacting with service firms as an employee or as a customer. Identify an interaction where you did complain or if you did not you felt you should have complained or as an employee where you received a complaint. Describe the service firm and solution they offer customers. Then describe the complaint. (Target one paragraph about 100 words)
Was the issue a Moments of Truth in the interaction and describe why you believe that to be true. How did (or should have) the service firm manage respond to the complaint. What could they have done to avoid the complaint in the first place (Reminders/ Checklists/Process changes)? Explain (Target one paragraph about 200 words)
Respond to at least two other separate product posts. Do you agree with the authors interpretation of the issue and the solution proposed? Why or why not? (Target one paragraph about 50 words each)