Homework: Article Analysis- Communication
Overview
Communication is an important part of quality customer service. There are a number of considerations that must be taken to ensure that every interaction with a customer is as positive as possible. To be effective, both employees and customers have to be able to resolve issues of conflict. Finding examples of this being done can help you in developing ways to improve your own customer service system.
This article analysis requires you to find examples of how problems are solved and negotiated in business and then apply this information to your own personal world.
Instructions
Part A:
Locate an online article which provides an example of an organization recognizing the importance of good communication because they are developing, implementing or changing ways that they communicate with customers. Briefly summarize the article, relating information from your reading homework to how the organization is prioritizing the communication with the customer.
Part B:
The second part of the paper is your opinion and thoughts about what you learned in Part A. Include the following:
1) Describe how the company is building their customer intelligence by what they are doing.
2) Identify which of the five methods of communication are being addressed by the company.
3) Incorporate your own experiences relating them to the information from the textbook that helps to support your thoughts and opinion.
4) Evaluate what they are doing. Based on your own experiences and the readings, is what they are doing going to be effective? Why or why not?
Format your homework according to the following formatting requirements:
(1) The answer should be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides.
(2) The response also includes a cover page containing the title of the homework, the student's name, the course title, and the date. The cover page is not included in the required page length.
(3) Also include a reference page. The Citations and references should follow APA format. The reference page is not included in the required page length.