How can customer service be improved?
- Interview: After completing your assigned readings for this week, interview someone who has a customer relations/customer service role, or responsibility where the person has organizational responsibility and knowledge of the company’s customer relations policies. This person could be in your own organization, or in any other company. Ask the interviewee to describe the role and importance of customer relations/customer service to the organization, and the top three customer relations/customer service issues faced by the organization. In case of a last-minute conflict, it is best to have a second choice lined up.
- Supporting Research: Based on what you learned in the interview, you’ll conduct online research using scholarly resources, which can be found in the DeVry Online Library (available under Course Home) and online research sources such as Google. Locate at least four articles (two must be from scholarly resources) that discuss the current business climate for this company for inclusion as sources for your paper. What are current trends in this business (or in the overall industry of which this business is a member) that might impact customer service, customer satisfaction, or customer loyalty positively or negatively? Examples
- Toyota is a business in the auto industry. Customers want safe cars. Recently, Toyota had a series of setbacks from brakes failures to acceleration issues. Toyota has a history of great customer relations but now appears to have to reshape its image. Other car companies are using safety and quality messaging against Toyota (insert accurate APA in-text source citation here). Toyota needs to address its customer service programs and customer relations for both existing customers and potential new customers.
- ! Potential Research Sources:
- Hoovers.com
- Moody’s online database
- EBSCOhost
- ABI/Inform database
- NetLibrary
- Each of these resources contains business articles and other resources that may assist you in answering the case study questions.
- Analysis and Recommendations: Using what you’ve learned from the interview and your research, analyze the customer service environment at this company. How can customer service be improved? What are your recommendations for this company based on what you’ve learned?
- Additional requirements: Prepare a 750 word (minimum) paper addressing these questions, using APA style and formatting. Pay particular attention to the accurate citation of your interview source, and your secondary research sources.