The customer service plan, as well as a review of the SWOT Analysis, are the focus for this Discussion. These are two very important parts of customer service since knowing the plan of this department and the goals help to hone the strategy and align the customer service provided to the company’s mission, vision, and values.

In this Discussion, you will evaluate a SWOT Analysis just as you would in an actual customer service management position.

A new startup company has established the following preliminary SWOT to date. See the Strengths and Weaknesses and Threats from the company customer service SWOT and discuss what should be addressed as opportunities based on what has been completed so far.

• Enter the missing opportunities for building their customer base based on the information you have in the Reading, Learning Activities and CSR Toolbelt.
• Then share the opportunities you found based on the scenario, in the Discussion area and explain why you chose them.
• Finally create two SMART goals you might use based on the opportunities you found and explain how you addressed each of the letters in SMART for these goals.

SWOT Template:

SWOT Analysis:	Unit 4 Discussion
SWOT Analysis: Unit 4 Strengths: Ease of contact on live chat Well-trained CSRs CSRs with company 10+ years.	Weaknesses: Website was down 4 times this month Customers seem confused as to where to find items on the website Increasing Live Chat volume and not enough CSRs who can work the midnight– 7 am shift.
Opportunities: What might be some opportunities internally to address the outside threats based on the strengths and weaknesses provided?	Threats: A competitor has just entered the market with exciting promotions, and what they refer to as “fairly” priced items, on various social networks. The economy is in recession and several of the pricier products sales are down. The competition is beginning to reach out to lure some CSRs away to work for them.