Face-to-Face with Customer Service
You practiced with CSR skills in the Learning Activity and Discussion and now will use
those same skills to improve a customer interaction. Listen to the podcast of the
following encounter between a customer and a Customer Service Representative (CSR)
in a retail store. In this Assignment, you should focus in on what is communicated both
verbally and non-verbally including intonation and the communicated attitude. Then
write an essay analyzing this customer encounter addressing all of the checklist items.
Listen to the Podcast.
http://extmedia.kaplan.edu/business/Media/AB221/AB221_1503B/podcast/AB221_podc
ast.html
After reviewing the podcast, write an essay analyzing the scenario and addressing all of
the checklist items below in a minimum of 2 pages [500 words] plus title and reference
page using APA format and citation style. Indicate the issues with the customer and the
CSR in this podcast scenario.
Specifically address the following items in your analysis:
Checklist:
Write an essay thoroughly analyzing the problems involved in this inperson encounter between the CSR and the customer.
Analyze and explain what the CSR did wrong and what they should have
done. Use the CSR skills list to address the situation.
Discuss what you would do if you were the CSR’s supervisor to ensure
that this situation did not happen again.
Include one–two short quotes from either your textbook or a scholarly
journal article from KU Online Library located in the home area of your course,
to support your viewpoint. Make sure your citation(s) have an accompanying
APA reference on the reference page.
Use complete sentences in Standard American English, with correct
grammar and spelling. Ensure that your analysis is logical, well-ordered, and
insightful with each paragraph consisting of at least 3 – 4 sentences.
Use APA format and citation style and respond in a minimum of 2 pages (i.e.
500 words) with an additional title and reference page.
Submit your Assignment to the Unit 5 Dropbox before the end of the unit.
ID: AB221-05-07-A
