After reading the assigned chapters (1-2), exploring external sources, and participating in the discussions, write a detailed explanation for what customer service in today’s business is. Your explanation definition should include, at minimum:

  1. A detailed definition of customer service (expand on your module 1 discussions) An examination of the five needs of every customer (highlighted in the exploration) – why is each need important and how can businesses meet this need?
  2. A reflection on the connection between customer perception and customer service.
  3. An examination of how technology and new trends in communication have impacted customer perceptions and customer service.

The paper should be 1-2 pages in length, double spaced with a font size not larger than 12 point, New Times Roman. Correct APA formatting is required, including proper citations.


Think about two different experiences you have had as a consumer. One of these experiences should be positive and one should be negative. Write two letters to the company following the letter guidelines described in your reading assignment including the following:

  1. A description of the experience
  2. Specific reasons your needs were or were not met
  3. The perception you had of the company, and specifically how that perception will impact your future relationship with the company involved
  4. Specific reasons for the company meeting or not meeting your customer expectations

All five of the customer needs should be addressed in both of the letters.

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