Customer Relations / Service Comparisons

Posted: January 10th, 2014

1. Companies with Good and Bad Service: Using the DeVry Online Library (available under Course Home) and online research sources such as Google, research the customer relations/customer service reputations of two (2 – no more, no less) companies of your choice.

2. Supporting Research: 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 should address the following questions:

a. What is the company with good customer relations doing right?
b. What is the company with poor customer relations doing wrong?
c. What is the stated customer service policy?
d. Does the corporate culture support this policy?
e. Is the implementation of this policy effective?
f. What is the approximate customer satisfaction rating?
g. Why do you think customer satisfaction is what it is?
h. What specific, actionable recommendations would you give for improving customer satisfaction for each company?

3. Additional requirements: Prepare a 750 word (minimum) paper addressing these questions, using APA style and formatting. Pay particular attention to the accurate citation of your research sources.