Customer Relationships

Assgmnt 1 instruction

Customer Service Recovery is an important thing to have in a business. Discuss a recent service failure encounter that you may have had or observed as an employee or customer within a business. Explain in 1-2 pages the service failure type you witnessed. Then, create a Complaint Handling and Service Recovery Process Plan (page 510) on how you would go about handling complaints and restoring their faith using the service failure you encountered.

This paper will be 5 pages (including any charts, but excluding cover sheets, and reference pages.)  You can only have 1 page of charts

15pts - Correct spelling, grammar, & format

70pts - Comprehensive coverage of topics related to

    Service Sector Management

05pts - Clearly structured, sub-titles

10pts - Use of illustrative diagrams, charts, etc.