APS-302: Customer service A Practical Approach

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This should be a real-world critical application and evaluation of the customer service concepts and practices. Examine the application of these concepts and practices in a particular organization. It can be any organization for which one can obtain the level of knowledge and detail required to create a strong analysis.

The primary objectives and the main points that should be covered, are as follows:

• Explain and discuss customer service.
• Analyze common barriers to effective customer service.
• Apply the problem-solving process to providing customer service.
• Devise an effective customer service strategy, including methods for empowering customer service providers.
• Discuss the importance of effective communication in customer service.
• Analyze methods for coping with challenging customers.
• Discuss the importance of motivation and leadership in customer service.
• Connect customer retention and the measurement of customer satisfaction.
• Compare and contrast ways of serving customers using traditional and technological methods.
• Explain the rewards of providing excellent customer service.

Conclude with recommendations for improvement. These conclusions must be grounded in the concepts and practices.