Instead of just reading about the abstract concepts, you have the opportunity to pick a business you would like to explore and see how these concepts are applied in the real world. Who knows, maybe you will work for this type of business in the future and will be able to offer some suggestions for improving their customer service?
In each module of this course, you will be presented with a case study assignment that builds from module to module. Read the attached case study documentPreview the document. In it, you will learn about two organizations: Independent Bespoke Cycling Sales & Servie (BCS) and Musical Instrument Distributors (MID). For your ongoing case study, you can either choose one of the provided organizations or use your current organization. NOTE: You will use whichever organization you choose throughout this course.
Part 1: Case Study Questions (100 Points)
Answer the following questions about your organization (at least one paragraph per question):
1.If you were an owner or leader in this business, what could you do to help employees understand the value of excellent customer service?
2.Who are your external customers and what are their specific needs? (Describe at least three.)
3.Who are your internal customers and what are their specific needs? (Describe at least three.)
4.What are some starting points for developing the core competencies we discussed in your selected business? Be as specific as possible.
5.How could your business apply the ideas in this module to build customer loyalty?
Part 2: Key Employees Behaviors (100 Points)
Using the same organization you chose for Part 1, answer the following questions about key employee behaviors (at least one paragraph per question):
1.If you were leading the organization’s customer service efforts, what are five key behaviors you would want your employees to exhibit? Be specific, recognizing that you may not be able to do all things at first. Target the behaviors that would have the strongest impact. (Be sure you are clear about the distinction between behaviors, attitudes, goals, and so on. You want to apply explicit, observable actions whenever possible.)
2.What actions could you take to get others in the organization to do these specific things? Consider your answer from two perspectives: what you could do as a manager/boss, and what you could do if you were not the boss but hope to encourage others to do these things.
3.What specific behaviors have you experienced in your role as a customer in various businesses that seemed especially effective, or memorable? Which of these could you apply to your organization?
Be sure to follow these requirements in your work:
•Type your assignment in an MS Word document (.doc or .docx).
•Times New Roman, 12pt Font, double spaced
•Do not copy word for word from the textbook or any websites you visit.
•Include proper citation for any outside research.
•Punctuation, grammar, spelling, and composition are a part of your grade