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:
- 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?
- A reflection on the connection between customer perception and customer service.
- 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:
- A description of the experience
- Specific reasons your needs were or were not met
- The perception you had of the company, and specifically how that perception will impact your future relationship with the company involved
- 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.