Services Relationship Marketing/Module 10

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Week 10/Module 10[edit | edit source]

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[edit | edit source]

Customer Service Audit

Weekly Objective[edit | edit source]

Learning Objective: LO3

Activity/Scaffolding[edit | edit source]

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

Activity/Deliverable[edit | edit source]

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.