costumer evaluation service homework
Michael Hricik
ENG 162
This assignment will be about 2-3 double-spaced
typed pages
Customer Service Evaluation
I am going to have you evaluate customer service at your current place of employment, or you can focus on a previous place of employment. You are looking at the service mainly as an employee, though you can also look at the service as a student or customer as well. You can focus a specific department or area at your place of employment, or you can look at the company/institution as a whole. For instance, I have worked at WCCC for twenty years. One area of the college that I feel is especially effective is the Continuing Education Division. I have taken about eight classes, my children have taken numerous classes, and so has my wife. I also have had quite a few past and current students take non-credit classes. I am looking at this as both an employee and as a customer. The overall variety of classes offered is quite varied. The instructors are usually excellent (I took an Intro to Acting course, and I really enjoyed it). The courses are usually offered at convenient times and places. Moreover, the staff in the Continuing Education Division is accessible and informed.
Conversely, I previously worked at department store in Greensburg called Joseph Horne’s. Compared to Kaufmann’s, it was lacking in several areas. It had old-fashioned cash registers, which were not always accurate. At times, the merchandise selection was lacking and changed little from season to season. In addition, the prices seemed to be too high, though there were sales at times. It did have quite a few loyal customers, but it was no longer able to compete with other similar stores.
So, as I have stated above, you can choose one area or department where you work, or have currently work. On the other hand, you can focus on the organization as a whole. What I would like you to do is evaluate a total of four different points of criteria. Some common areas are: response to customer needs, level of organization, the effectiveness of the management of the department or area, the knowledge of the employees, the ability to solve problems, the level of resources of the department, the teamwork of employees, etc.
As an insider, I would like you to rate how well the area, department, or the organization does.
This is what you will need to do:
1. Use an effective title to express your “attitude” or opinion. Something like UPS Isn’t Always on Time or
The Olive Garden is Cooking
2. In your introduction, indicate the name of the place or organization that you intend to evaluate. You can state how long you have worked there, or how long you had been there. Indicate the position or position that you held. State the department, area, or name of the organization that you intend to evaluate. Finally, state your overall opinion or thoughts on the organization as a whole. Keep in mind that you can rate certain points very highly, and you can rates others lower. Your evaluation doesn’t need to be totally positive or negative.
3. You will then have four different body paragraphs, between the introduction and the conclusion. In each body paragraph, you need to do the following:
· Use a topic sentence with an “attitude” to focus on the point of criteria of that paragraph. For example: The level of organization at Old Navy is amazingly excellent, because a manager is always there.
· Then, in about three-four sentences, indicate what you have observed or what some of your co-workers have noted. Make sure to rely mainly on facts, but you can also add your opinions. Try to use examples in your writing to show specific points on good or bad service. Specific examples on specific days really help.
· Add one-two concluding sentences, and again express an “attitude” or opinion. Try to use phrases like: I clearly believe, Without a doubt, There is no question, Based on my opinions, etc. Let your reader know what you think.
Finally, at some point in your career, you will either manage people, or you will need to evaluate their performance. Doing an assignment like this helps you to learn how to evaluate and make accurate judgments. It is better to base your evaluations and conclusions more on facts and specific observations. For instance, don’t say “At UPS, the system that they use to hire and fire temporary employees is messed up.” State something more factual like, “At UPS, about 30% of temporary employees are only kept for two months and then they are terminated. All temporary should be given three months before they are evaluated.” It is better to be more factual, since there will be no problem with the interpretation.