Correlation should include the
- influence that public reviews have on businesses’ reputations
- relationship between employees’ attitudes and actions and customer satisfaction
- ability to encourage repeat business/clients
- financial success of business operations.
Process/Skill Questions:
Thinking
- Why is word-of-mouth one of the best forms of advertising?
- Why does a facility depend on return business?
Communication
- How can negative word-of-mouth affect a facility?
- Why are customers more likely to talk about negative experiences than positive ones?
Leadership
- How can leaders encourage personalized customer service?
Management
- What kind of training should employees have in dealing with customers in a positive manner?
- How can management recognize employees for providing high quality customer service?