Guidelines
Course Project FAQ’s
Here are some Frequently Asked Questions about this assignment.
Q1) The company’s web site doesn’t show anything about their customer service reputation, policy etc., what do I do?
A: Do your homework, which means do your research. The company’s web site will not be sufficient for objective information. Make phone calls, look for articles online, explore websites like YELP and the BBB, go to the library—a company’s web site is a starting point. Your job is to use all of the information available to you through all outlets to address these questions. Claiming to be unable to find any information is not a viable option. If this is the case, choose another company.
Q2) How can I tell if their service is good or bad?
A: Start with your own experience, and choose companies with which you are familiar. Read everything you can find about the company and soon, a picture will emerge that tells you a story about their service levels, their approach to business, and the relative happiness of their customers. Based on this information, you can formulate your own analysis of the relative effectiveness of the company’s service efforts.
HINT: The more thoroughly you show that you have the capability to think about these two companies in their respective positions in the marketplace as it relates to their service programs, the better your chances of getting an A on the paper. If you claim to have looked on the web and found little information; if you make generalized statements that indicate a lack of thorough, specific research; if you fail to accurately cite your sources in APA style or present a paper that is not spelling/grammar checked, your grade will suffer. Get creative, find a way to answer the questions and address the assignment requirements. Good luck!
Grading Rubrics
Final Paper
Category Points Description
Introduction and Overview 20 Provide an introduction to the project and an overview of the companies selected to compare customer service reputations. Provide the rationale for selecting these companies.
Company Strengths 30 What is the company with good customer relations doing right? Is this in alignment with its customer service policy? Why or why not? How does this compare to competitors in its industry?
Company Weaknesses 30 What is the company with poor customer relations doing wrong? Is this in alignment with its customer service policy? Why or why not? How does this compare to competitors in its industry?
Company Threats 30 What are the results of the actions of the companies? (Financial, competitive, brand equity, public relations, employee relations, etc.)
Company Opportunities 30 What specific, actionable recommendations would you give for improving customer satisfaction for each company?
Conclusion 20 Summarize your conclusions based on the comparisons made.
Formatting and APA Citations 20 Accurate and complete APA compliant formatting and citations; correct spelling and grammar; 12 pt Times New Roman font; one inch margins; section page breaks; headings, titles and subtitles; headers/footers; cover page.
Length 20 Meets or exceeds length requirements: (1,500 word paper).
Total 200 A quality paper will meet or exceed all of the above requirements.
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