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15 October, 13:37

Imagine that you are the director of customer service for a department store. While monitoring the web for comments about your store, you see this post on an online review site. Decide whether and how to respond to this comment.

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  1. 15 October, 13:45
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    This is the comment referred to in the question:

    Just got back from Serendipity Rack in Vegas. What a great store! I spent over $350, but I got such bargains. I bought designer shoes and a terrific winter coat that would have cost $350 alone full price. Tell all of your friends!

    The answer is that I would respond to the comment.

    Explanation:

    The customer is giving a positive review to the business, highlighting a positive experience because of the perceived low prices.

    As the director for customer service, it would be good to respond to the comment, in a manner that appreciates the customer's positive feelings about the store, and encourages him to visit the store again.

    In this way, the customer would not only feel that the store is valuable, but would feel himself valued by the store, something that would likely enhance his loyalty.
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