Customer Service

Unit 3 [221: Customer Service]

Assignment Details and Rubric You have just been given the opportunity at OTTC to build a new website for the company to improve customer contact and service. Based on the services and products they offer think about how you will address customer service and how you will create customer loyalty. Respond to the following checklist items based on this scenario regarding the new website to be made:

Assignment Checklist:

• Define customer satisfaction and customer loyalty regarding the website. • Discuss the differences between customer service and customer loyalty. • Describe extraordinary approaches to customer service. • Describe how customer loyalty is earned.

Assignment Directions:

Submit your answers to the questions in a double-spaced paper, no more than three pages long, to the Dropbox.

Directions for Submitting Your Assignment

Before you submit your project, you should save your work on your computer in a location and with a name that you will remember. Make sure your project is in a Word document then, when you are ready, you may submit on the Dropbox page by following these steps.

1. Go to the Dropbox. 2. Click the link that says “Submit an Assignment.” 3. In the “Submit to Basket” menu, select Unit 3: Assignment. 4. In the optional “Comments” field, type any additional information you wish your instructor to

see. 5. Click the button that says “Add Attachments.” 6. Follow the steps listed to complete attaching your file. 7. You will be able to come back to the Dropbox and view your graded work or in the Gradebook

after your instructor evaluates it.

Unit 3 Assignment Grading Rubric

Percent Kaplan

Possible Score For This Project: 100 40

Percent Points Points

Content per checklists: Possible possible Earned

Unit 3 [221: Customer Service]

Answer provides correct and complete information demonstrating analysis and critical thinking:

• Define customer satisfaction and customer loyalty.

• Discuss the differences between customer service and customer loyalty.

• Describe extraordinary approaches to customer service.

• Describe how customer loyalty is earned.

80%

6

8

10

8

Writing, spelling, and grammar 20% 8

Total Points:

100% 40

Your Project Score: