Services Relationship Marketing/Module 10
Week 10/Module 10
editAs 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
editCustomer Service Audit
Weekly Objective
editLearning Objective: LO3
Activity/Scaffolding
editEarlier reading from the course and experience or research for the selected business.
Activity/Deliverable
editCustomer 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.