Answer the following questions using the article in this link presidentialperspectives.org/pdf/2006/chapter07.pdf

1. Describe why listening is important to customer service.

2. What new ideas did the college gain from the series of student informal dinners? Is this an effective means of gathering customer feedback? What other types of organizations would this format benefit?

3. What ideas can you take from this article to institute at your current work or job place?

4. After the informal dinners lost their appeal, what type of new events did the college schedule?

5. What type of ideas do you think Dr. Massey, President of IRSC, would gain from these events?

6. What suggestions would you make to improve our college offerings?