BUSN 258 help Making Decisions/uophelp.com BUSN 258 help Making Decisions/uophelp.com | Page 18

1. Interview: After completing your assigned readings for this week,
interview someone who has a customer relations/customer service role
or responsibility where the person has organizational responsibility and
knowledge of the companyÂ’s customer relations policies. This person
could be in your own organization or in any other company. Ask the
interviewee to describe the role and importance of customer
relations/customer service to the organization and the top three customer
relations/customer service issues faced by the organization. In case of a
last minute conflict it is best to have a second choice lined up.
2. Supporting Research: Based on what you learned in the interview,
you'll conduct online research using scholarly resources, which can be
found in the DeVry Online Library (available under Course Home) and
online research sources such as Google. Locate at least four articles (two
must be from scholarly resources) that discuss the current business
climate for this company for inclusion as sources in your paper. What
are current trends in this business (or in the overall industry of which
this business is a member) that might impact customer service, customer
satisfaction, or customer loyalty positively or negatively?
Examples
A.) Toyota is a business in the auto industry. Customers want safe cars.
Toyota has had a series of setbacks in recent months from brakes
failures to acceleration issues. Toyota has a history of great customer
relations, but now appears to have to re-shape its image. Other car
companies are using safety and quality messaging against Toyota (insert
accurate APA in-text source citation here). Toyota needs to address its
customer service programs and customer relations for both existing
customers and potential new customers.
B.) Yume, the owner of a local Thai restaurant, has recently introduced a
customer loyalty program where customers earn points for purchases
that can be redeemed for free food and drinks; and customers love it!