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CSS120 Professional Communication/Call Center: Project 1

Understand the Customer Service Value Chain

Project 1. Understand the customer service value chain.

Day in and day out we are all at times a customer and other times a service provider. Think about your experiences as a customer.

Write two paragraphs (3 to 5 sentences) describing your experiences as a customer (for example, contacting a company for technical support or going to a store to purchase goods or services) that address the following questions:

A. Where your expectations for service and support met?

B. What did the service provider do well?

C. How could the service provider have done better?

Reference chapter 1 page 25-35 in your response.

Submit your response to the Project 1 Dropbox folder on D2L.