BUSN 258 Week 3 Case Study/uophelp

BUSN258 Week 3 Case Study (Devry)Click Here to Buy the Tutorialhttp://www.uophelp.com/BUSN-258/product-9106-BUSN258-Week-3-Case-StudyFor more course tutorials visitwww.uophelp.com1. Interview: After completing your assigned readings for this week, interview someone who hasa customer relations/customer service role or responsibility where the person has organizationalresponsibility and knowledge of the companyÂ’s customer relations policies. This person couldbe in your own organization or in any other company. Ask the interviewee to describe the roleand importance of customer relations/customer service to the organization and the top threecustomer relations/customer service issues faced by the organization. In case of a last minuteconflict it is best to have a second choice lined up.2. Supporting Research: Based on what you learned in the interview, you'll conduct onlineresearch using scholarly resources, which can be found in the DeVry Online Library (availableunder Course Home) and online research sources such as Google. Locate at least four articles(two must be from scholarly resources) that discuss the current business climate for this companyfor inclusion as sources in your paper. What are current trends in this business (or in the overallindustry of which this business is a member) that might impact customer service, customersatisfaction, or customer loyalty positively or negatively?ExamplesA.) Toyota is a business in the auto industry. Customers want safe cars. Toyota has had a seriesof setbacks in recent months from brakes failures to acceleration issues. Toyota has a history ofgreat customer relations, but now appears to have to re-shape its image. Other car companies areusing safety and quality messaging against Toyota (insert accurate APA in-text source citationhere). Toyota needs to address its customer service programs and customer relations for bothexisting customers and potential new customers.B.) Yume, the owner of a local Thai restaurant, has recently introduced a customer loyaltyprogram where customers earn points for purchases that can be redeemed for free food anddrinks; and customers love it! The American Restaurant Association says that loyalty programsare growing in popularity, especially in small boutique establishments, where there is a morepersonal connection between the owner and the customer (insert accurate APA in-text sourcecitation here). Yume's customers are very loyal and very satisfied, so since service improvement

may not be entirely necessary, she may be able to expand her relationship with her customers byselling her sauces and cookbooks to her customers. This venture may also attract newcustomers!3. Analysis and Recommendations: Using what you've learned from the interview and yourresearch, analyze the customer service environment at this company. How can customer servicebe improved? What are your recommendations to this company based on what you've learned?4. Additional requirements: Prepare a 750 word (minimum) paper addressing these questions,using APA style and formatting. Pay particular attention to the accurate citation of yourinterview source and your secondary research sources. Full contact information for yourinterview source (interviewee name, company name, phone, and email address) is required, andshould be included as a separate Appendix page following your Reference page.