Customer Service Analysis from Hudson Bay Store

Flowchart and analyze current service delivery

Develop service blueprint of current service and revised blueprint if appropriate

Describe & evaluate levels of customer participation

Describe the SST's the company is using and discuss any potential challenges in customer adoption?

Analyze current service environment using Bitner's model

How does your service organization manage customer complaints?

Assess the Service organization's current hiring practices? (See chapter 10 of your text)