Purpose: The purpose of the project is to challenge you to think like a Customer Service Manager and/or Consultant. You will apply the knowledge you accumulate throughout this course to complete this four (4) part project.
Assignment Details: You are a Customer Service Consultant with expertise in helping companies to retain customers and improve service policies and actions. Select a professional name for your consulting business. Your company has been hired to evaluate the Customer Relationship Management Program for a client (an organization of your choice).
Research: An organization that has a bad reputation in Customer Service. You may search Yelp reviews for a company with low customer satisfaction ratings (for example, Comcast, Wells Fargo, etc.), or research news articles that speak to a trend in service breakdowns for a specific company. Examine the current customer relationship management in the business’s overall strategy and operations.
Formatting: For parts 1-3, you will prepare an APA formatted report in MS Word. Use the following APA template to format your work https://irsc.libguides.com/apa/apaformat paperfreedownload. Include the cover page and the reference page, delete the abstract page. Your formatting must be consistent with APA guidelines.
Submission: Each part of the project is due in the outlined modules shown on page 2.
Cite: A minimum of 2 credible sources for parts 1-3, consistent with APA guidelines. Blogs and Wikipedia are not considered reputable sources. Sources that appear in your references must have corresponding in-text citations.
Customer Service Project Grading
The project is worth 35% of your final grade. Your grade will be computed as follows:
NEED REAL REVIEWS FROM YELP WEBSITE
Due in Module 1
Part 1– In a minimum of 2 pages:
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Provide background of the company.
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Describe the six key components of the organizations customer service environment.
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Describe the service breakdown, based on your research or Yelp reviews.
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