CONTENT COMPONENTS 1) INTRODUCTION . Introduce the team. . Provide a presentation framework (agenda.) 2) BACKGROUND . Provide a BRIEF overview of your client's business. . List major milestones and business successes. . Explain the business model. . Discuss TWO customer service problems and highlight the research that showcases these. 3) OBJECTIVES . Explain WHY the business should invest in rectifying the identified problems; in other words, what do you plan to achieve for the business by improving upon EACH of the two identified problems. . Examples: Decrease employee turnover, increase sales, increase the Net Promoter Score, simplify online presence, decrease customer dissatisfaction with telephone customer service, etc. 4) STRATEGY . Discuss tactics that you will employ to achieve the OBJECTIVES you have outlined and be sure to elicit all the benefits of each tactic for your client. NOTE: Refer to course content via slides and textbook. 5) CONCLUSION . Provide a SLOGAN for your new Customer Service Plan. . Summarize and conclude with an appeal to your client