discuss 8

Introduction

Customer satisfaction is important to the effectiveness and efficiency of your business and in maintaining demand. The following video will explain how customer service models have evolved in the digital age.

Instructions

Think of two difficult customer experiences that you are familiar with. They can be drawn from previous experience at a company or organization you've worked for; or from personal experience. Refer to the module readings and the video above and explain to your peers your plan on how you could have satisfied those customers. What customer service satisfaction model did you apply?

In response to two of your peers, compare your plans, and provide positive feedback and suggestions for improvement.

Reflection

As you learned in Module 4, reflecting on your learning is a highly effective practice in academics and in your professional life. It helps you to deepen your learning and apply what you have learned. In Module 4, you ruminated on your experience working in a team. For your final reflection, you will focus on another important skill that is desired by employers; and that is leadership.

Throughout the course, you've been asked to take on the role of Operations Manager. Think about this experience and reflect on the following:

How has this experience prepared you professionally?

How has what you have learned strengthened your leadership skills? Explain.

Do you feel confident assuming a management role within an organization? Explain.

Did you experience an 'Aha' moment?

Things to Consider As You Write Your Reflection

Reflective Thinking: Your reflections should share your own thought processes and how they connect for you personally, to your learning, and to your career. You can address the questions provided, ask questions of your own, or share how the module has impacted you personally.

Connection to Course: Your reflection should relate to the course and your learning. You may also want to share "aha" moments that connect what you have learned here to what you have learned in past courses.

Connection to Career: Your reflection should relate to the course and your learning. You can address the questions provided, ask questions of your own, and/or process connections between what you have learned and your career.

Length: As a guidepost, aim for 3-4 paragraphs, and not longer than one page unless you need or want to write more.  

Writing Logistics: Informal writing is expected in these reflections. The use of "I" statements is strongly encouraged. Your writing should be clear; your instructor wants to understand what you are sharing. Prior to submitting, be sure to also spell and grammar check.  

Sources: You do not need to use sources. This space is for you to process your own thoughts and feelings. That said, if you reference someone else, credit your source.