For those of you who are brave, this chapter contains a case study exercise that you may wish to review. The objective of the virtual presentation is to present customer service personnel with a strategy for calming irate customers. Have you ever been there—on one side of the equation or the other? I am sure that we all have.

Table 32.1 is a virtual presentation snapshot for this presentation. It specifies the communications strategy, virtual presentation tools, and assets employed for each element of the presentation. Take a moment now to analyze this form to see how the various elements come together to create a compelling virtual presentation that yielded the solid business results of more satisfied customers, ...

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