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Objective: Case Study 2 |
1. Companies with Good and Bad Service: Using the DeVry Online Library (available under Course Home) and
online research sources such as Google, research the customer
relations/customer service reputations of two(2 – no more, no less)
companies of your choice.
2. Supporting Research: Choose one company with an excellent customer service reputation,
and one with a poor (or less than perfect) customer service reputation. Compare
and contrast the customer service reputations of these two companies. Your
paper should address the following questions.
a.
What is the company with good
customer relations doing right?
b.
What is the company with poor
customer relations doing wrong?
c.
What are the results of the
actions of the companies? For instance, financial, public relations, or
employee issues?
d.
What specific, actionable
recommendations would you give for improving customer satisfaction for each
company?
3.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 research sources.
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Week 4: Choose |
During Week 4, you should choose your two
target companies and begin your research process.
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Week 5: Conduct Research |
During Week 5, you should be conducting
your online research and beginning to write your paper.
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Week 6: Write and |
During Week 6, you’ll finish writing your
paper. For APA format guidance please refer to the APA Tutorial in the
syllabus. Ensure that the body of your paper, excluding cover page and sources,
exceeds the 750-word count minimum, and that all of the assignment requirements
have been met. Then submit your paper.
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Guidelines |
Case Study FAQ
Here are some Frequently Asked Questions
about this assignment.
Q1) The company’s web site doesn’t show
anything about their customer service reputation, policy etc., what do I do?
A: Do your homework, which means do
your research. The company’s web site will not be sufficient for objective
information. Make phone calls, look for articles online, go to the library—a
company’s web site is a starting point. Your job is to use all of the
information available to you through all outlets to address these questions.
Claiming to be unable to find any information is not a viable option. If this
is the case, choose another company.
Q2) How can I tell if their service is
good or bad?
A: Start with your own experience, and
choose companies with which you are familiar. Read everything you can find
about the company and soon, a picture will emerge that tells you a story about
their service levels, their approach to business, and the relative happiness of
their customers. Based on this information, you can formulate your own analysis
of the relative effectiveness of the company’s service efforts.
HINT: The
more thoroughly you show that you have the capability to think about these two
companies in their respective positions in the marketplace as it relates to
their service programs, the better your chances of getting an A on the paper.
If you claim to have looked on the web and found little information; if you
make generalized statements that indicate a lack of thorough, specific
research; if you fail to accurately cite your sources in APA style or present a
paper that is not spelling/grammar checked, your grade will suffer. Get
creative, find a way to answer the questions and address the assignment
requirements. Good luck!
