Textbook, Internet Access computer and Word Processing skills.
Directions: The paper is worth 25% of your final grade. Please answer Part I and Part II
PART I :
Please included the following in your paper:
• Choose a company/business or organization and analyze their customer service.
• Explain the customer service techniques of the overall company/business or organization.
• Explain what type of business or organization they are:
Profit or Non-Profit
What is the goal of the business?
How they operate, are they local, regional, national or global?
• Explain why you chose to analyze this company.
PART II:
• Define customer service.
Based on your personal experience, have you ever received bad customer service? Please use details and reference examples.
• Chapter 10 identities 6 common customer needs, discuss 3 of the common customer needs and their importance.
• Explain the importance of customer relationship management.
• What are some of the miscellaneous cues discussed in Chapter 4 and what role do they have in customer service?