You will develop a personal customer service statement that brings together customer service strategies discussed in class and that is integrated into a reaction paper based on your reading of Woo, Wow, Win. Please use other articles or pod we’ve read in class or other reference materials. The paper is a culminating assignment and should be at least eight to sixteen pages or 2000 words in length, type-written, double-space and include citations in the latest edition of APA format.
The paper should address how you intend to deliver customer service and focus on innovation in customer service delivery/design. Has your view of customer service changed after reading WWW? How does technology play a role in customer service delivery? What about Service Design? Do you think it is important. On page 261 of WWW, there are 21 questions to help you understand designing service innovation. You may want to use these as a guide for analyzing your service. I have given you part of the 21 questions to help get you started on your paper..
Review Back Stage or Back of the House Touchpoints
1. Quality: Where do errors occur?
2. Productivity: what steps or processes could be combined or eliminated?
3. Innovation: What changes in technology can be applied to change what we do at this touchpoint?
Onstage or Front of the House Touchpoints
4. Quality- what do customer complaints or criticisms reveal about our work?
5. Productivity: Where do customers wait or waste time?
6. Innovation: What changes in technology can be applied?
7. What additional value can we create at each touch point?
8. What customer behaviors do we see that surprise us?
Look beyond the borders of your Customer Journey Map
9. Are we defining the customer journey too narrowly?
10. What other customer needs can we address?
11. what touchpoints have we overlooked?
12. Who else is making money off the same customer journey?
Innovation
(these are my questions)
How can you innovate excellent customer service in your operation?
Who do you need to convince? Who is involved?
How can you measure the success of the innovation?
It should answer the questions – How do you plan to personally deliver customer service?
Follow these guidelines in writing your paper:
8-16 pages or 2000 words excluding the title page and the references.
Use the APA latest edition format.
Typewritten, double space
1 inch margin all around the document.
Use MS Word only. This way, I can edit it.
Use 12-point font Arial/Times New Roman/Calibri.
Indicate the word count at the bottom of the last page of the content page before the reference page.
Include 5-10 sources/references
Submit on the due date
