Article analysis – communication instructions

Overview

Communication is an important part of quality customer service. There are a number of considerations that must be taken to ensure that every interaction with a customer is as positive as possible. To be effective, both employees and customers have to be able to resolve issues of conflict. Finding examples of this being done can help you in developing ways to improve your own customer service system.

This article analysis requires you to find examples of how problems are solved and negotiated in business and then apply this information to your own personal world.

Instructions

Part I:

Locate an online article which provides an example of an organization recognizing the importance of good communication because they are developing, implementing or changing ways that they communicate with customers. Briefly summarize the article, relating information from your reading assignment to how the organization is prioritizing the communication with the customer.

Part II:

The second part of the paper is your opinion and thoughts about what you learned in Part I. Include the following:

  1. Describe how the company is building their customer intelligence by what they are doing.
  2. Identify which of the five methods of communication are being addressed by the company.
  3. Incorporate your own experiences relating them to the information from the textbook that helps to support your thoughts and opinion.
  4. Evaluate what they are doing. Based on your own experiences and the readings, is what they are doing going to be effective? Why or why not?

 The paper should be 1-2 pages in length, double spaced with a font size not larger than 12 point, New Times Roman. Correct APA formatting is required, including proper references and in-text citations. 

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