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Overview

The work you do throughout the modules culminates into a Customer Service Plan. This plan incorporates the following:

Module 2: Company Description & Evaluation
Module 3: Examine Customer Service & Quality
Module 4: Examine Customer Service Practices in the Twenty-First Century
Module 5: Company Analysis

Instructions

Part I:

Customer Perspective

In relation to what you have learned in Module 3 so far, observe and describe the following as you would view it from the customer’s perspective. Hint: What is each communicating to the customer?

1. Physical appearance of the business
2. How quickly is a customer greeted
3. Pace of the transaction
4. Parking lot
5. Hours of operation
6. Courtesy of customer service representative
7. Knowledge of customer service representative
8. Website – if there is a website, how user-friendly is it?

Part II: Quality Recognition

Discuss the following:

1. Identify criteria that your organization deems important in communications.
2. How do you know this criteria is important?
3. How are representatives evaluated on this?
4. What training is provided to employees in the five main methods of communication (Listening, writing, talking, reading, nonverbal expression)?
5. What are the expectations when using technology to communicate with customers?

Part III: Proactive Practices

Evaluate the practices in place to avoid challenging situations. What are the practices in place in your business to demonstrate:

1. Respecting the customer’s time
2. Keeping a positive attitude
3. Recognizing regular customers
4. Maintaining professional communication
5. Showing initiative