Objective of this Assignment: To create essay, based on Modules 5 to 10, using the Learning Journal Guidelines to capture your real life experience as a customer.

Instructions:

Learning Journal Assignment Requirements

Lessons 5 to 10 focus on the interaction with the customer and building the relationships that emphasize value, addresses customer satisfaction, loyalty and resolves difficult situations.

To enhance your learning experience for this journal, you will select a real situation where YOU are the customer. Your assignment will be based on a learning journal guideline that has been provided to help you relate the course lessons to your experience as a customer.

For this assignment, you will record your experiences and feelings about this interaction as they relate to each of the above mentioned lessons.

It may be an in-person or a virtual experience.Some examples could be:

grocery shopping (where there is some complexity beyond a regular shopping experience)

an online shopping experience

a visit to your doctor

a call to your credit card company or internet provider

a trip to the post office to ship a parcel

a work related business to business transaction

any other situation where you are the customer

It is important to select the interaction as early as possible so that you can keep the key learnings from each module in mind. Please download the Learning Journal Guidelines now and save it as a word document to capture your experiences.

It is recommended that at the end of each module you identify specific aspects that will contribute to your actual experience. In order to ensure that all of the modules are taken into consideration, it is suggested that you make notes from each in the journal.

This assignment, created from the Learning Journal Guideline should be presented in an essay format with a word count of approximately 1500. This assignment is worth 30% of your final grade.

Create a title page for your assignment.

Include an introduction that establishes the context of your experience, a body that provides all of the information in a logical fashion and a conclusion that recaps the main points.

Spelling, grammar and sentence structure are important.

My Customer Experience Learning Journal Guideline

Lessons 5-10

Steps to follow:

In your introduction, identify the company by name (or type of business). Please rest assured that this will remain confidential.

Describe the reason why you chose to write this experience. Describe your expectations going into this interaction.

The content of your essay must address these questions:

Lesson 5: Technology and Communication

1.Was the transaction face-to-face or online?

2.How was technology used in this experience?

3.Did the technology enhance or hinder your experience?

4.What was the attitude of the service provider and how did this impact your experience?

Lesson 6: Drivers of Customer Satisfaction

1.Identify which of the five (5) levels of the Barnes' model were evident in your transaction.

Lesson 7: Customer Value

1.How did the service provider demonstrate that you are a valuable customer?

2.How did that make you feel?

Lesson 8: Customer Expectations and Satisfaction

1.What were your expectations going into the transaction?

2.How did the organization meet or exceed your expectations? How?

3.How did this experience make you feel?

Lesson 9: Customer Loyalty

1.Based on this experience, would you return to do business with this organization?

2.Are you prepared to be loyal to this organization? Why?

3.Whether happy or unhappy with the service, how would you share your experiences (example: social media, face-to-face, other) about this organization?What would you say?

Lesson 10: Resolving Difficult Situations

1.Did you experience any feelings of impatience or annoyance?

2.Did the service person display any negative verbal or non-verbal communication? How?

3.How did these feelings impact your experience?

4.Describe the resolution, if applicable.

Comments:

Share any general comments that you wish on this experience