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ASSIGNMENT OBJECTIVES
 To demonstrate an understanding of
customer service theory by creating,
facilitating and analyzing a survey
 Describe positive strategies to ensure
customer satisfaction and service
excellence.
 Demonstrate effective conflict resolution
techniques to properly manage challenging,
difficult or angry customers.
 Create customer service strategies to
enhance the overall customer experience
OVERVIEW
 Market research provides invaluable
direction to almost every aspect of a
business, especially product or service
design, marketing, and sales. This
assignment requires you to create,
implement and analyze a customer service
survey. Measuring customer satisfaction
allows you to diagnose potential problem
both at the individual and aggregate level.
This assignment is broken down into 4 parts
and should be submitted online following
report writing guidelinesASSIGNMENT OBJECTIVES
 To demonstrate an understanding of
customer service theory by creating,
facilitating and analyzing a survey
 Describe positive strategies to ensure
customer satisfaction and service
excellence.
 Demonstrate effective conflict resolution
techniques to properly manage challenging,
difficult or angry customers.
 Create customer service strategies to
enhance the overall customer experience
OVERVIEW
 Market research provides invaluable
direction to almost every aspect of a
business, especially product or service
design, marketing, and sales. This
assignment requires you to create,
implement and analyze a customer service
survey. Measuring customer satisfaction
allows you to diagnose potential problem
both at the individual and aggregate level.
This assignment is broken down into 4 parts
and should be submitted online following
report writing guidelines

OUTLINE
 Part 1: Industry Research
 Part 2: Creating a Survey
 Part 3: Gathering & Analyzing Data
 Part 4: Recommendations
 Part 5: PresentationOUTLINE

Reference page required

Report Writing Guidelines to be
followed (Size 12, Times New
Roman, Double Space etc.)

Write Newton’s Third Law.

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