Customer Service Specialist

CSS120 Professional Communication/Call Center: Capstone Project Part 2

Part 2. The Service Desk Interview.

The capstone project is designed to be an active learning experience that brings together all of the concepts and techniques described in this textbook in a real-world setting.

This project involves interviewing a Customer Service desk representative. There are a number of task required to be completed before securing an interview.

Identify three potential Interviewees

1. Name

1. Title

1. Contact Information

1. Business / Company

Communication to the interviewee ahead of time is imperative to conducting a successful interview. Develop an introduction email correspondence, i.e. letter or memo:

A. Introduce yourself

B. Provide capstone project overview

C. Request Interview with recommended dates

D. Create a proposed timeline to schedule and complete the interview

Reference chapter 4 pages 161-168 for samples and tips.

Submit your list of interviewees and the email to the Capstone Project 2 Dropbox folder on D2L.