Final Project- Customer Service (Non Riipen)

Overview

It is an authentic assessment of your ability to apply, analyze, synthesize, and evaluate, with clarity and exactness, what you have learned during this course, and to demonstrate this ability through effective written communications.

Your performance will be scored on a rubric to determine how successfully you have met specific standards.

Directions

You will select an existing small business in your neighbourhood on which to base your project. It will not be a big corporate or a known brand name but a local business e.g mechanic shop, salon, restaurant, bakery or could even be your own business or a start up where you work. It could be a local car maintenance shop where you go for car repairs or the new dry-cleaning shop in your neighbourhood.

Your job will be to incorporate customer relationship management in the businesss overall strategy and operations and demonstrating critical thinking and written communications. You might go and ask the business to share their businesss goals, customer profiles or use your imagination to develop your own answers.

Tasks

Task 1: Incorporate customer service goals in the businesss overall business goal or marketing strategy

Example: Goal of the car maintenance shop could be to generate enough profit to allow the husband and wife who own it to retire to Florida on a nest egg of $2M. Their marketing strategy might be to "get everyone who comes in here to do all of their car maintenance with us for the next 20 years to bring in a friend who does the same. Hence, customer service goal is to boost referrals.

The owner of the dry-cleaning establishment, on the other hand, might aspire, as a business goal, to own a chain of four dry cleaning establishments in the county within the next 10 years. The marketing strategy might be to differentiate the business from competitors by offering free delivery. Hence customer service goal is to have efficient delivery.

If the goal is to increase customer share, the customer service process could include a way to collect information about the customer's potential need for additional services.

Task 2: Communicating with diverse customers

1. Who are the customers for the business? Try defining them by explaining
   1. Demographically (Age, Gender, Culture, Diversity)
   2. Motivation (why are they coming to shop here?)
   3. Fears (what which might dissuade them for doing business here?)

2. Design a list of Dos and Donts which the company should keep in mind while servicing the customers.

Task 3: Incorporating technology in Customer service

For your business,

1. Identify areas of the business and where technology can play a role in delivery of effective customer service.
2. Search the internet and identify customer service technology that can help the business (Hint: visit You Tube and search the phrase customer service technology)

Task 4: Designing customer loyalty strategies and programs

1. Propose a customer loyalty strategy and create a customer loyalty program or programs. Be very detailed in your descriptions.
2. List some strategies for preventing customer dissatisfaction
3. List some strategies and programs for exceeding customer expectation