New customer strategy:
Can someone help me with the sections below? It's for Coca Cola. I can't seem to think of anything for these sections that are left.
Interaction Scripts and Software Vendors: (This section simply sets up the rest of your paper. In a short paragraph, briefly explain the purpose of the section and what is to come in the following subheadings) -- one paragraph to describe the following sections
Interaction Overview: (Describe ways in which your company interacts with its customers. What is the nature and character of these interactions? What employees are customer facing, and how are they trained to deal with customers? Are there interaction guidelines that are available? Does your company have a website, and if so, what is its tone and character?) -- one paragraph
Generating and Maintaining Trust: (Describe strategies that your company uses to generate and maintain trust with customers. Are customers rewarded for repeated purchases? Is your company honest when there is a problem?) -- one paragraph
Diffusing Negative Feedback: (How does your company handle and diffuse customer complaints? What lengths will your service representatives go to in order to satisfy a customer? How can you calm down irate customers, and is there a standard procedure in place to do so? Can you turn a complaint into a new sale? Can you prevent customers from sharing their criticisms with their peers?) -- two paragraphs
Scripted Interaction Suggestion: (write lines of dialog in screenplay format (no quotation marks) to describe a scripted interaction with a customer. What should your customer representative say in a given situation?) -- 10-15 lines of dialog -------- example:
Customer Service Representative : How can I help you today?
Mr. Jones : Listen, I am calling for the second time to check on my order. I really need to know right now!
Customer Service Representative : I'm sorry for the delay, and I'd be happy to help you. Can you give me your customer ID?
Software Vendor Comparison and Selection: (Review three customer experience management software solutions from different vendors and choose one that you would buy for your company. What are its strengths and weaknesses? Include a table comparing the software solutions; remember to evaluate features in addition to price. The individual features that you choose to compare are up to you, but you should compare at least three features. Choose features relevant to your business or industry.) -- two paragraphs; table