Instructions: First, you will identify a company in UAE that is known for its best in class customer service. Second, you will conduct an in-depth interview with a customer service manager in this company. Finally, you will report your findings.
The main deliverable of this project will be interview report, which is a minimum of six pages long (double-spaced) excluding the cover page and the references page.
The focus of the report should be centered on the following aspects:
1. Describe the customer service strategies implemented by the company? (Please use the concepts that we covered in the class. Use jargons of customer service to enhance the quality of your report)
2. Discuss the various barriers to customer service that the company has been facing? How did the company manage to lessen these obstacles? (Please use the concepts that we covered. Use jargons of customer service to enhance the quality of your report)
3. Was the company successful in creating customer value? How? What does customer equity mean to this company? (Please use the concepts that we covered in the class. Use jargons of customer service to enhance the quality of your report)
Deliverables:
1. Report: minimum of six pages long excluding the cover and the references’ pages
(double-spaced)
a. Executive summary
b. Background information about the company
c. Answer to the above questions with creativity
d. Include the questions prepared for the interview (in Appendix)
e. Key insights (recommendations) that would help the company to improve its customer service practices.
Cover page including: title, name, course number, and instructor’s name.
Criteria:
Page numbering, 12 pt. font, & organization/layout of the project (must be professional)
Insightful and thorough analysis of all the above 3 questions.
Quality of the questions asked to the manager (Appendix)
