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Mid-Term Assignment!

Course: Quality Customer Care

Assignment: Mid-Term

Topic: Departmentalfactoids/Jargon

Instructor: Mrs. Andrew

Due Date: Week of May 28

th2013

Team assignments:

CASE STUDIES

Meeting the need of hockey works.

Short Staff in the Kitchen

Ensuring Guest Satisfaction

100% Satisfaction Guarantee

The BroadBeach

Format: PowerPoint

Assignment:

1.

Write an overview/summary of the case

2.

Identify the main problem/s (if any)

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3.

Identify the symptoms

4.

Internal/External strengths and weaknesses, if applicable

5.

Answer the questions

6.

Write a Conclusion

Put your creative thinking skills/abilities to the test.

In addition to answering the questions, include independent thinking.

DUE DATE: Week of June 9

th, 2013. No exceptions unless illness WITH proof!!

Teams will be judged using the following criteria's:

Questions answered: 20 points

Presentation: 20 points

Delivery: 20 points

Creativity: 20 points

Impact: 10 Points

Enthusiasm: 10 points

Term Project: Challenge!!!

DUE DATE: Finals week

Designing a new system

Customer Service is more likely to occur when a well-designed customer service system is in

place. Since many customer service systems are outdated or were created by individuals

unfamiliar with the unique characteristics of a situation, a system update or review may be

necessary. By learning how to create an effective customer service system, customer service

providers are equipping themselves with the ability to initiate and request change. And this is

empowering; do you agree?

Challenge/objective:

1.

To demonstrate an understanding of how systems can affect the success of a customer

service program

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2.

To implement your (students) ideas in your own work/school environments

3.

To successfully present to others the system you have developed

Assignment:

Observe your work, school or personal environment. Identify an area or areas of confusion ordisorganization or a system that in your opinion is just not working as well as it could. Once

you have identify the area/s, come up with an improved system to handle the challenge more

effectively. Your system should include the steps necessary to better deal with the situation.

Research guidelinesfor creating an effective customer service system for additional guidance

as you create your system. Also include a list of all team members and their contribution to

the project.

Presentation:

Present your newly designed system in the form of a proposal. Include the following:

1.

A cover letter or memorandum introducing your proposal

2.

Explanation of the current system or lack thereof

e.g, - manually checking in/out guest, a very; very vintage cash register, no carrot/potato

peelers, old fashion cloth mops & pails, manual can openers, very little use and/or knowledge

of technology through the organization.

3.

Reasons why a system update/upgrade is needed

4. How the new system will improve efficiency

5. Approximate to implement new or updated system

6.

How you will train those affected by the new system to implement it

7.

An explanation of the system itself

8.

Visual aids to further illustrate the system

9.

A summary paragraph expressing the keyaspects of the proposed system

NB: the success of your proposal will not depend on how intricate the system itself is, rather,

on how well it is designed and also how well you express your ideas both orally and inwriting.

HINT!

This is an excellent opportunity delve into Microsoft PowerPoint; that

is one way to create wow factors. If you do not know how to do it,

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just turn to an internal customer; this is a good opportunity for

him/her to apply points from the course note!

Questions/concerns-Feel free to call me-776-5517 or 561-5814