A discussion topic will be posted here shortly. You must reply to the question with your own response by Thurs Oct 31. You must also reply to the posts of 2 peers by Sunday, Nov 3. Please see the syllabus for discussion requirements. Each of your 3 posts should be a minimum of 300 words and use a properly formatted citation to support your ideas Here's this week's discussion: Part A: Describe a remote encounter, a phone encounter, and a face-to-face encounter that you have had recently. How did you evaluate the encounter, and what were the most important factors determining your satisfaction/dissatisfaction in each case? Part B: Think about a service organization that retains you as a loyal customer. Has your relationship with the company evolved over time? Why are you loyal to this provider? What are the benefits to you of staying loyal and not switching to another provider? What would it take for you to switch?

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Answer to a math question A discussion topic will be posted here shortly. You must reply to the question with your own response by Thurs Oct 31. You must also reply to the posts of 2 peers by Sunday, Nov 3. Please see the syllabus for discussion requirements. Each of your 3 posts should be a minimum of 300 words and use a properly formatted citation to support your ideas Here's this week's discussion: Part A: Describe a remote encounter, a phone encounter, and a face-to-face encounter that you have had recently. How did you evaluate the encounter, and what were the most important factors determining your satisfaction/dissatisfaction in each case? Part B: Think about a service organization that retains you as a loyal customer. Has your relationship with the company evolved over time? Why are you loyal to this provider? What are the benefits to you of staying loyal and not switching to another provider? What would it take for you to switch?

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Jon

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**Part A:** 1. **Remote Encounter** Recently, I had a remote encounter with a customer service team via email regarding an issue with an online purchase. The response was quick and well-structured, and they provided clear steps to resolve the problem. I evaluated the encounter based on response time, clarity, and the helpfulness of the solution. My satisfaction stemmed from the quick turnaround and the ease with which I could follow their guidance. 2. **Phone Encounter** I had a phone conversation with my bank to resolve a transaction issue. The representative was polite, but the hold time was long, and I had to repeat my details multiple times. I evaluated the encounter based on wait time, the representative’s helpfulness, and the resolution provided. My satisfaction was somewhat mixed; while the representative was helpful, the hold time and repeated explanations made the experience less efficient. 3. **Face-to-Face Encounter** Recently, I visited a local store for a product exchange. The staff was friendly and proactive in assisting me, making the process smooth and efficient. I evaluated the encounter based on their attentiveness, problem-solving ability, and the speed of service. I was very satisfied due to the friendly and proactive approach, which made the interaction feel personal and efficient. **Part B:** I am a loyal customer of Vodacom(or any service provider), a company I’ve used for several years for internet and streaming services. Over time, my relationship with them has grown as they’ve consistently met my needs by offering reliable service, competitive pricing, and regular loyalty rewards. I’m loyal because they’ve built trust by resolving any issues quickly and by providing occasional discounts or service upgrades. The benefit of staying loyal is the reliability and familiarity of the service, and I don’t need to re-establish my preferences with a new provider. However, if their service quality dropped, or if a competitor offered significantly better service at a lower price, I might consider switching.

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