Signature Assignment Instructions Writing expectations include competency in the following: Sentence structure, verb tense and agreement, pronoun use possessive use punctuation, spelling, focus and organization and overall clarity of topic. Based on what you have learned in this course prepare a paper that answers the following questions utilizing the concepts addressed in Modules 1-8; and shows an understanding of the eight course SLO’s. 1. Explain how both good and bad experiences impact both first impressions and customer loyalty. 2. Discuss how employees with both direct and indirect contact with customers can help with a customer’s end-to-end journey with that company. 3. What is the role of the internal customer to ensure positive experiences within a company? What happens to the external customer’s experience if these experiences are not positive? 4. Describe how you would reorganize a company’s customer service environment to ensure a bad customer service experience is corrected into a positive one. 5. Since this paper is comprehensive please provide a review of the importance of customer service management, discuss the critical nature of first impressions and address how companies achieve loyalty. This paper should be 5 to 8 pages long (excluding the title and 1 / 2 reference pages). Must be double-spaced with 1-inch margins and typed in 12-point Times New Roman. Your Essay should have a Title Page and References Page. You also must utilize in-text citations within the body of your text to reference where your material was utilized to avoid plagiarism. Essays should be proofread for spelling and grammar mistakes. Since this is a comprehensive paper the goal is to answer the provided questions by utilizing all the SLO’s that have been discussed during our weekly discussions. Your paper will be graded by how well you can incorporate all of them into your discussion. It will also give me a better understanding of how well you understand the course content.
- SLO 1: Discuss the importance of customer service management within today’s business environment
- SLO 2: Illustrate how first impressions with consumers can affect a company’s success or failure
- SLO 3: Evaluate how a company achieves customer loyalty
- SLO 4: Identify the importance of workers that have direct contact with consumers
- SLO 5: Examine the effects of workers that have indirect contact with customers
- SLO 6: Differentiate between both internal and external customers
- SLO 7: Describe the process of correcting poor customer service
- SLO 8: Explain how businesses sustain a positive customer service environment
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