Week 6 case study
Objectives
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 and customer service reputations of two
(and only two—no more, no less) companies of your choice.
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.
What is the company with good customer relations doing
right?
What is the company with poor customer relations doing
wrong?
What are the results of the actions of the companies? For
instance, financial, public relations, or employee issues?
What specific, actionable recommendations would you give for
improving customer satisfaction for each company?
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.
Week 4: Choose Companies
During Week 4, you should choose your two target companies and
begin your research process.
Week 5: Conduct Research
During Week 5, you should be conducting your online research
and beginning to write your paper.
Week 6: Write and Submit Case Study 2
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.
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 and grammar
checked, your grade will suffer. Get creative, find a way to answer the
questions and address the assignment requirements. Good luck!
