- Answer each of the following questions in essay format.
- Each essay must include an introduction paragraph, a main section consisting of two or more paragraphs, and a conclusion paragraph. Each essay must be a minimum of 500 words in length.
- Your essay must include cited materials from the textbook at a minimum. You may use additional sources. Cited sources should make up only 10-20% of your essay. The majority of the content should be your own words. Make sure to cite any references you use. Proper citation format for a reference includes the name of the author(s), the title of the work, the date of the publication, and the page number.
Final Exam Questions
- In order for a customer service program to be effective, several main components must be present and monitored to ensure high quality service. Identify five aspects you believe are critical to a customer service program, what each one represents to an organization, and what impact they can have on an organization. You must describe the aspect, its importance, what it represents to a customer service organization, and its overall impact. Finally, explain how an organization should monitor those aspects to ensure success and what actions an organization can take to improve performance if the results of the monitoring are negative.
- Define, explain, and present the connection among organizational culture, business goals, customer service, technology, and maintaining customers in a diverse and changing business world. Compare and contrast each aspect, and explain how each aspect contributes to overall TQM in a service organization. You should define each individual component and explain how it relates to and supports the next component in line.
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