During our discussion of Service Processes, we learned about the Service Triangle: Service Strategy, Employees, and Systems, with the Customer at the center. Part of our discussion involved examples of companies that have provided great customer service to you in the past.
This assignment requires you to identify a company that you think provides great customer service by describing the following:
• Its overall Customer Service Strategy.
• Its Organizational Structure (triangle, square, circle, or combination) and if that contributes to
customer service quality or hurts it.
• Its Service Package.
• How it structures the Service Encounter.
Ideally, you should pick a company for which you are a customer so as to make this assignment personal and not abstract. It doesn't have to be large or well-known (e.g., among the best papers I ever read was from a student who wrote about his favorite bar. However, you cannot use any of the following companies as your topic: Amazon, Apple, Dell, McDonald's, Microsoft, Nike, Netflix, Southwest Airlines, Sta
ucks, Toyota, Wal- Mart, or any on-campus business (if you are at all in doubt your topic choice, please ask me).
Keep in mind this is not just an opinion question ("I like this company because..."), you must back it up with facts and show evidence of critical thinking. If you cite other than common knowledge, be sure to include endnotes and put sources on a separate page at the end (sources do not count toward the word count).
You must group your ideas in a logical sequence and use good phrases to organize your ideas: "I have always believed...", "Evidence of this point can be found..." You may reference information learned from jobs, life experiences, and other courses. Additionally, papers earning full credit must have:
• Flawless spelling (Spell Checkers leave no excuses)
• Grammar and punctuation that reflect 300 course-level writing skills
• Clear premises with concise, well-written, and well-edited content
• Proper length sentences - not choppy but also not long, complex, or run-on
• Key transitional phrases: "for example," or "as a result of," or "another idea that supports my view
You are free to use tables or images to back up your argument, but they do not count against the paper length.