Students will conduct an individual case study utilizing current technology to rely upon their work experience or field of study in an active and experiential learning approach.

Companies with Good and Bad Service

Using the DeVry Online Library (available under Course Home), research the customer relations/customer service reputations of two (2) companies of your choice. Choose one company with an excellent customer service reputation and one with a poor (or less than perfect) customer service reputation. Suggestion: the larger the companies you select, the easier it will be to find information on them!

Supporting Research

Compare and contrast the customer service reputations of these two companies. Your paper will be divided into the following four sections and should address the question for each team (see the grading rubric for a list of questions)

Introduction and Overview of the two companies selected

Company Strengths

Company Weaknesses

Company Threats

Company Opportunities

Conclusions

Additional requirements

Write a 1,500-word paper addressing these questions using APA style and formatting. Pay particular attention to the accurate citation of your research sources.

Prepare an eight-slide narrated presentation using APA style and formatting that summarizes your paper. Pay particular attention to the accurate citation of your research sources and images, charts, graphs, etc., used on the slides.