Mgmt385ip4 | MGMT385 Customer Service Excellence | Colorado Technical University

*TWO-PART ASSIGNMENT**

Part 1: 1-page paper, APA 6, in-text citation.

Part 2: Powerpoint presentation 12 slides not including title and reference slides, with 150-250-word speaker notes for each slide. APA 6, in-text citation, Cite at least two (2) scholarly references

Topics covered in the course:

 customer behavior

buying decisions

verbal and non-verbal communication

how to listen to customers

buyer behavior

emotion reduction model

customer service diversity

customer loyalty

Assignment Details:

Key Assignment Draft

Part 1:

From Chapter 10 in your textbook, read the background about  UPS the multinational package delivery company that is well-known from its brown trucks. Then, answer the following question in a 1-page document using APA style:

• What do you personally know about this company, and how does this impact your perspective of the company as a current or potential customer?

Part 2:

This week, you will combine the work you have done thus far in this course to create a visual picture of what defines customer service excellence. Describe how all of the previous material could or should be used to inform your newly hired HR manager about how customer service should be done at your company. You are being promoted to Vice President, and you want to make sure that your legacy of great customer service continues when you move up to your new position. Complete the following:

• Create a PowerPoint presentation of 12 slides with content that can be used to teach concepts related to customer service excellence.
• Include Speaker Notes pages with 150–250 words per content slide to allow for others to present your work without any other reference materials.

Reference

UPS. (2021). Global shipping & logistics services | UPS – United States. https://www.ups.com/us/en/Home.page