course material

1. 1. Read the customer service article in the LA Times
1. Read the customer service article in the LA Times –
https://www.latimes.com/business/story/2020-08-11/column-coronavirus-customer-
service and write a two paragraph reflection plus give a personal example of customer
service you have experienced…good or bad example.” 2. Review Ch 1 of Text and comment
in Section 1.5 on Learning Objective 1 “Define customer value and explain why it is
important to small business competitiveness. (page 43 in PDF)3. How has L.L. Bean added
to the customer’s perception of value?“A customer calls L.L. Bean about a favorite jacket he
purchased more than 10 years ago and has recently lost. In a matter of minutes, the sales
agent identifies the old jacket, locates a replacement model in the current catalog, suggests a
matching size and color, and orders the jacket. The replacement jacket arrives three days
later.”Peter Kolesar, Garrett van Rysin, and Wayne Cutler, “Creating Customer Value
through Industrialized Intimacy,” Strategy + Business, July 1, 1998, accessed October 7,
2011, www.strategy-business.com/article/19127?gko=81aa7.