Customer Service Case Study ( /25)

Find a story about a customer service situation that has gone badly. This could be from the perspective of the service provider or the one receiving the service. This is ideally covering something with technology, but an acceptable submission for this question can come from just about any industry.

Your example must be displayed publicly. E.g., Twitter, Google Review, Facebook Reviews, webpages, editorials, etc.

Provide a link to the source item. Note that, given the size of the Internet, it would be unusual to have several people with the same item.

Tying back specifically to the learning done on customer service:

explain the issues that occurred from a customer service theory perspective

use your glossary and your diagrams to map the issue and solutions

identify what other approaches could have been used to avoid the situation you found in the first place as well as mitigate any issues if they did still occur.

find two additional sources on customer service (e.g., credible website, research, book) that also supports your in-class learning or adds something new, which is even better and relate that to this event.

Use APA document citations and formats!

Your response should be roughly in the 350-word range (about a page), but the content is more important than the length. (Make sure you have completed and hopefully extended the task described above.)