M1A1 Discussion Board

Initial Posting (minimum word count 250 words)

Consider the textbooks definition of Customer Service, is it in line with your personal definition of Customer Service? Based on your definition of Customer Service, describe a company that you think does a poor job with customer service. Explain why you think the customer service strategy is ineffective?

Cite at least 2 related sources, consistent with APA guidelines.

Follow-up Response (Minimum 150 words):

Review the responses of your classmates. Respond to one or more of your classmates. Anyone can criticize strategies that are ineffective, but those who offer solutions to prevent service breakdowns have a bright future ahead. With this in mind, make one (or more) specific suggestion/s on how the company chosen by your classmate, could improve their ineffective customer service strategy.

Make sure that your suggestion focuses on one or all the six areas of the customer-focused environment.

Cite at least 1 related source, consistent with APA guidelines.

Discussion Board Guidelines: The discussion board gives you a chance to engage with your classmates. Shared knowledge helps us all to learn more. Discussion boards are professional communications. As such, you are expected to address your classmates respectfully and keep your responses positive and constructive.

When writing your responses, remember to support your opinions with sources/evidence acquired from textbook research, and scholarly writings (news articles, journals, credible internet research, etc.). You are expected to give credit to your sources by using the appropriate APA formatted in-text citations and Reference list at the end of your post.

MAN4162- customer relations for managers.