Interview a customer service professional about their business.
Write a 1050- to 1400-word write-up in which you summarize and reflect on your interview.
Consider asking some of the following questions in your interview:
How does the company currently measure customer satisfaction?
What are the problems with measuring customer satisfaction with that method?
Does the company have a formal customer retention program? An informal program? How well do they work?
How can technology improve customer service?
What experiences do customers share when they call your company’s customer service number?
What technological elements do you consider to be the most important in building customer loyalty?
How can your web site make the customer service experience more enjoyable or user-friendly?
Has your web site improved customer satisfaction, retention, and loyalty?
What percentage of your customers still prefers a live representative on the phone or to come to the company in person?
What, if any, emerging trends is the company exploring for customer service? How will the company harness those trends?
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