The CEO of Cisco Systems likes to ________. A) read emails ...

[vinney12]

The CEO of Cisco Systems likes to ________.
 
  A) read emails from satisfied customers
  B) listen to voice mails from satisfied customers
  C) listen to voice mails from dissatisfied customers
  D) argue with dissatisfied customers and try to convince them that they are wrong

Question 2

How do customers play a role in changing the job of the modern manager?
 
  A) Managers are learning to think of customers as adversaries in a battle of survival.
  B) Managers are inviting customers to take control of the planning and design of new products.
  C) Managers are increasingly de-emphasizing customer satisfaction as a major goal.
  D) Managers are increasingly including customer satisfaction as a major goal.

[Hikerman221]

Answer to Question 1

Answer: C
Explanation: The CEO of Cisco Systems likes to hear the emotion and frustration in a customer's voice when lodging a complaint. That is why he listens to voice mails to get insight into how the company is performing. Reading emails, he claims, does not provide the depth of feeling that voice mails provide. Arguing might be something that the CEO is tempted to do but hasn't reported doing so far.

Answer to Question 2

Answer: D
Explanation: Managers are beginning to see the importance of customer satisfaction as a measure of organizational success. Rather than simply look at short-term profit, managers increasingly are focusing on the long-term goal of building a base of satisfied customers who will remain loyal. Accordingly, rather than de-emphasizing the customer, seeing the customer as an enemy, or partnering, managers are increasingly viewing customers as a database that provides meaningful feedback on the true value of their product.