Most businesses would agree that customer service plays a key role in a company's growth and development. However, how the organization chooses to approach their customer service can significantly vary for each industry. There's no one-size-fits-all blueprint for delivering excellent customer service. The following 2 examples portray very bad customer service:

Scenario 1: A major phone provider was asked by one of its Twitter followers if customer service representatives (employees) could see user passwords. The company replied, "Yes" and went on to explain in detail how passwords were stored in their security system. While this may have been an act of transparency on their part, this created a major security issue for the company's users. Three days after the incident, the company lost a lot of customers when the news went viral. Because of the response of that employee, the company took steps to change its policy to protect all of its customers' passwords.

Scenario 2: Some airlines have a notorious reputation for mishandling customer feedback. In one case, a customer tweeted at the airline about lost luggage, and it took about eight hours for their social media team to respond. Additionally, their response was confusing and demonstrated a lack of competency. The unprofessional chat thread was seen by over 76000 users, and the story was even featured on multiple news websites.

Questions:

1. Explain what the ADDIE Model is and apply it, in details, to ONE of the above scenarios. Indicate what specific actions or measures should be taken as per each part of ADDIE (only list and explain the actions and methods that really apply to the scenario you choose). (30 points)

Note: This question is worth 30 points and those points are earned based on explaining what the concepts are AND then linking it to one of the scenarios.

2. Define performance appraisal and list and explain 3 appraisal techniques that you think are appropriate if you had to appraise the performance of those customer service representatives at the end of the year.

Then, explain what you would do exactly if you had to call one of those employees for an appraisal interview to discuss their bad performance. (15 points)

3. How could Kurt Lewins Change model apply to the scenario you chose in question 1? Again, define the model first and then link it to the scenario. (15 points)