Services Relationship Marketing/Module 10

Week 10/Module 10

As you complete the audit this week, think about how your responses differentiate your selected business from others, what factors are important to customers, and whether your organization uses relational or exchange transactions.

TOPIC

Customer Service Audit

Weekly Objective

Learning Objective: LO3

Activity/Scaffolding

Earlier reading from the course and experience or research for the selected business.

Activity/Deliverable

Customer Service Audit paper

Students will select a business to conduct a service audit and complete a template with questions regarding the business, industry, products, customers, recovery example, loyalty program, culture, consumption behavior/explanation, customer satisfaction, servicescape, online presence, corporate policies, additional information.