COM/539 COM539 COM 539 WEEK 4 ASSIGNMENT
- University of Phoenix / COM 539
- 18 May 2018
- Price: $45
- Other / Other
COM 539 WEEK 4 ASSIGNMENT
Assignment
Career Connection: Customer Satisfaction Strategy
Select a
company with which you are familiar. The company should have a sales force and
customer service division.
You are in charge of coming up with a customer satisfaction
strategy to help the organization increase sales and customer satisfaction.
Part 1
Create a 1,050- to 1,400-word customer satisfaction strategy. In this
strategy include the following:
- Identify parts of the sales
process that can result in improved or reduced customer satisfaction.
- Examine the importance of
follow up to the sales relationship. How does follow up help increase
customer satisfaction?
- Explain how the unhappy
customer also presents opportunities within the sales process.
- Determine the relationship of
customer service and sales within the organization. Does the
relationship seem to support the customer? Do sales and service
appear to work together or is the relationship adversarial?
- Recommend ways to change this
relationship to improve customer satisfaction.
- Discuss the ways this change to
the service and sales relationship will benefit the organization as a
whole.
Part 2
Create a script of no more than 350 words addressing unhappy
customers. The cause of the unhappy customer is up to the team and can include
more than one cause and the script(s) should include the following:
- The script is a response to an
unhappy customer.
- The script includes an option
for refunding or exchanging a product or service.
- The script allows you to regain
the customer's trust.
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Individual Assignment: Customer Satisfaction Strategy
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Purpose
of Assignment
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· Customer satisfaction is one of the key aspects of an effective sales relationship. The Customer Satisfaction Strategy assignment allows students to create a plan and strategy to manage this relationship as well as that between sales and customer service. The assignment also includes a script which provides students with a chance to create a dialogue that would take place in the typical challenging sales relationship.
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Grading Guide
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USA 
India