Customer service journals can help you reflect what you have learned throughout this course. In modules 2 through 6, you will keep a personal customer service journal of your face-to-face customer service exchanges. Each customer service exchange you experience is a chance to think about what you are learning in this course. In Module 2, you will submit two journal entries using Blackboard’s Journal tool. The journal entries are worth 25 points each, for a total of 50 points. Journal entries are time-stamped. Entries must be submitted regularly to receive full credit. Select the Customer Service Journal link above for complete instructions for submitting your journal entries.
Customer service journals can help you reflect what you have learned throughout this course. In modules 2 through 6, you will keep a personal customer service journal of your face-to-face customer service exchanges. Each customer service exchange you experience is a chance to think about what you are learning in this course. Use Blackboard’s Journal to make two (2) entries per module, for a total of 10 journal entries. There is no formal grading of the journals until Module 7. Journal entries are time-stamped. Entries must be submitted regularly to receive full credit. In each entry, fully describe the customer service exchange in detail. Include the following: Basic information: store, date, time of day, purpose of exchange (what were you doing there?) How you felt after the experience Notes regarding relevant customer service factors listed below (choose 3 to discuss in detail) Relate your experience to the topics in the textbook and discussions How customer satisfaction could have been improved Customer Service Factors to consider when discussing the event include: Physical locations Physical appearance of the business How quickly you were greeted and how often Professionalism Suggestive selling Pace of the transaction Detracting factors Odor Appearance of employees Physical layout Parking lot Availability of parking Courtesy/demeanor of customer service rep Any negative or unclear messages, verbal or non-verbal communicated How customer service rep handled the situation Overall feeling of satisfaction Ability and knowledge of customer service rep to answer questions Other comments Would you choose this business again and recommend to others This assignment is worth 250 points in total. Each journal entry will be worth 25 points. Your journal will be evaluated on research, content, organization, writing mechanics, thoroughness, and general presentation.
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