Settling Claims/Complaints
All of us have been either at some time, moved to make a customer complaint or had to respond to a complaint because of our job. This week, please post a description of a particularly trying situation you may have encountered in the world of customer service. Please make sure to maintain a calm tone, but provide enough details to explain the situation.
Please state how the situation was resolved. Could it have been resolved better? What would you do differently now?
Discussion: Persuasion
What kind of persuasive messages are used in your workplace and how is reader resistance reduced? Most obviously, persuasion is present in retail as advertising, but employers are always motivating employees to adopt certain behaviors and policies.
i. State your workplace and describe an instance of persuasive communication.
ii. What appeals and techniques are being used to reduce resistance?
Use the following terminology to analyze the example:
o Appeal to Reason
o Appeal to Emotion
o Appeal to Ethics
o Reputation
o Authority
o Familiarity
Discussion: MP3 Player
Use the Internet to search the “mp 3 comparison chart” on the Dell site which compares two different mp3 players using various criteria.
The problem: on a College student budget, which is the best mp3 to buy? Yes, most smartphones do the job and better, but for the purposes of this assignment, focus on this chart.
a. Define the problem: First, state the possible budget: what could a

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