HBR PODCAST REVIEW INSTRUCTIONS The purpose of this assignment is to receive exposure to some recent, high-impact customer service research and understand how the results of the research should be applied within an organizational context. PODCAST ACCESS This assignment requires access to the respective HBR Ideacast episodes produced by the Harvard Business Review. The website’s general URL is: http://feeds.harvardbusiness.org/harvardbusiness/ideacast/ The particular episodes you will be using for the assignments are: 1. Module/Week 4: Episode 612: For Better Customer Service, Offer Options, Not Apologies. https://hbr.org/ideacast/2018/01/for-better-customer-service-offer-options-not-apologies.html 2. Module/Week 5: Episode 286: The End of Customer Service Heroes https://hbr.org/ideacast/2012/02/the-end-of-customer-service-he.html THE ASSIGNMENT After listening to the respective podcast episodes, respond to the following questions. 1. Provide a summary of the information shared including the main findings of the discussed research. 2. What information did you find most interesting and why? 3. How does the information shared in the podcasts support the information presented in the reading for the module/week?
