research the customer relations/customer service reputations of two (2) companies of your choice. Choose one company with an excellent customer service reputation, and one with a poor (or less than perfect) customer service reputation.
Compare and contrast the customer service reputations of these two companies. Your paper will be divided into the following four sections and should address the question for each section (see the grading rubric for list of questions)
- Introduction and Overview of the two companies selected
- Company Strengths
- Company Weaknesses
- Company Threats
- Company Opportunities
- Conclusions
Additional requirements
- Write a 1,500 word paper addressing these questions, using APA style and formatting. Pay particular attention to the accurate citation of your research sources.
- Prepare an eight slide narrated presentation using APA style and formatting that summarizes your paper. Pay particular attention to the accurate citation of your research sources and images, charts, graphs, etc. used on the slides.
- Introduction and Overview 20 // Provide an introduction to the project and an overview of the companies selected to compare customer service reputations. Provide the rationale for selecting these companies.
- Company Strengths 30 // What is the company with good customer relations doing right? Is this in alignment with its customer service policy? Why or why not? How does this compare to competitors in its industry?
- Company Weaknesses 30 // What is the company with poor customer relations doing wrong? Is this in alignment with its customer service policy? Why or why not? How does this compare to competitors in its industry?
- Company Threats 30 // What are the results of the actions of the companies? (Financial, competitive, brand equity, public relations, employee relations, etc.)
- Company Opportunities 30 // What specific, actionable recommendations would you give for improving customer satisfaction for each company?
- Conclusion 20 // Summarize your conclusions based on the comparisons made.
- Formatting and APA Citations 20 // Accurate and complete APA compliant formatting and citations; correct spelling and grammar; 12 pt Times New Roman font; one-inch margins; section page breaks; headings, titles and subtitles; headers/footers; cover page.
- Length 20 // Meets or exceeds length requirements: (1,500 word paper).
Presentation:
Introduction and Overview 12 // Provide an introduction to the project and an overview of the companies selected to compare customer service reputations. Provide the rationale for selecting these companies.
Company Strengths 20 // Summarize what was done right by the company with good customer relations and other important information from this section.
Company Weaknesses 20 // Summarize what was done wrong by the company with poor customer relations and other important information from this section.
Company Threat 20 // Summarize the results of each company’s actions and other important information from this section.
Company Opportunities 20 // Summarize the actionable recommendations would you give for improving customer satisfaction for each company.
Conclusion/Recommendations 12 // Summarize your conclusions based on the comparisons made.
Formatting and APA Citations 10 // Accurate and complete APA compliant formatting and citations; correct spelling and grammar; Clear narration; slides are easy to read and clearly communicate the focus of each section.Length6Meets or exceeds length requirements: 2 slides per section.
Total 120
