Both parts need to have an Introduction and Closing paragraphs.
Part One: (written assignment)
Imagine that you are the owner of a retail company that has recently experienced a decline in business due in large part to the poor communication skills of employees. As a result, many customers have expressed dissatisfaction with the service they have been receiving. In order to overcome this challenge, you as the owner need to develop a communication plan that will restore customer confidence and improve the communication skills of your employees.
In a 2-page paper, you are to create a customer communication plan that addresses the following:
- Identify the purpose and goals of the plan. What will this plan accomplish?
- Describe the specific actions that you will take to improve both company communication with customers and the communication skills of employees. What steps will you take in order to achieve the purpose and goals of the plan?
- Explain how you will evaluate the success of your plan. What will you measure to ensure that you are making improvements in customer communication?
For this assignment, you may utilize outside resources to help provide ideas for developing a customer communication plan. Be sure to cite any references in APA format.
Part Two: ( Course Project part two- Social media and company technology)
For companies today, technology presents great opportunities to deliver excellent customer service. However, they must embrace technology in order to enhance how the business functions and consistently provides a quality customer experience. Technology plays a central role in customer service today, and this role is only going to continue to increase. One example is the expanding role of social media as a powerful customer service tool and resource.
Using your selected company write a 2-page paper supported by research that includes the following:
- Describe how the company uses technology to meet customer needs.
- Review the company’s page on a social media site and explain how it is used to provide customer service.
- Review the company’s web site. Describe how it provides customer service and meets customers’ needs. Explain how it provides reasons for customers to use it.
- What are the strengths and weaknesses of this site in providing the company’s customer service?
Your submitted assignment should be proofread for correct spelling, grammar, and punctuation. Be sure to follow APA formatting, use at least two references, and include both in-text citations and a references page.