+1 862 207 3288 S?rvi?? m?rk?ting–???i?: “??m?l?int ??ndling
Discussion Developing an effective service recovery process Customer retention Conclusion Following are some basic requirements ofthis assignment Topic:
“Complaint Handlin g” Omedwe To provide students with a creative opportunity to observe the complaint handling situation and supplyfeedback to a service firm,
as well as help them understand and ev aluate the customer service and “recov ery” strategies of a specific firm. Directions This is a hypothetical (imaginary)
exercise and will require the group/sto firstwrite a complaint letterto a chosen service firm, and again the group should write a reply letterto the grievant customer.
The detailed steps of how to expedite this assignment and the requirements are listed below: Step 1. Choose any one service firm of your choice from within ll_1hS
hotel industry, airlines, banking, insurance, accounting, legal, education,travel, health, consultation services, or beauty clinic. is could be easily achieved by surfing
the internet. Step 2. Once you hav e selected your service firm from within the industry listed above; the name and address of the appropriate person to whom to
complaint should be obtained (this may take some research). Step 3. Now, the student (group) is required to write a formal complaint letterto your chosen service
firm from whom the student (group) has, in his/her opinion, received bad or at least less than satisfactory service. The complaint scenario could be your past or
present experience or an experience related to you b your family or friends. Care should be taken to include all pertinent information (dates of service, names,
account numbers, credit cardlnumbers, etc.) as well as a description of the poor experience and, if a ppropriate, a suggested course of action the company could
take to appropriately “recover” in this situation. That is, the resolution being sought from the company should be clear. Do not mention in the letter that you are
doing this as a unit requirement Step Step Addressing the above issue raised by your group,the service firm the group in your case) shall now write a reply to the
griev ant customer addressing the issue/s. This reply letter should address an apologyto the customerfirst, followed bythe stepstaken bythe firm to re solve the
particular griev ance/s if appropriate, and the care that would be taken in future to av oid such situations. The re solutions offered by the service firm could also
include surprise gifts, léeneftistsb onus, coup ons etc., to the grievant customer ep Having completed the above steps, you would now nominate one student from
within the group asthe griev ant customer who will present the formal complaint written letterto the class, anot er student asthe service firm manager who will
address the issue/s. The remaining two members(one in some groups asthere could be 3 sometimes) shall critically analyse the nature of the complaint and the
resolution offered by the service firm to the class, include other possible waysthe group had considered to resolve the complaints. Requirements The critical
analysis paper should include all ofthe following elements (and associated Headings): E1)lntro duction A (brief) description of(a)what led to thecomplaint, b the
resolution eing sought (what you wanted the firm to do inre sponse to the complaint), (c)What the firm was expected to do in response to the complaint,and how
quickly the firm was expected to respond. (2)Firm Response You should (a) describe what the response was , (b) discuss the adequacy of the firm’s resdponse (in
your opinion as a customer), (c) provide three reasons why you believe they did not respond in the mannerthey should have an d suggest what the firm could hav e
done betterto deli ht you. E3) Dis cussion(a) Discuss the effect that the complaint flatter might hav e had oninfluencing the firm’s response.(b)Address how you
nowfeel towards the organization.(c) Conclude the paper with some final thoughts, including a discussion of: 1. your perspe ctiv e on the statement “The customer
who complains isthe firm’s friend,” 2. what you learned from this experience, and 3. how you will apply what you learned as you enterthe business world. (4)
Documentsto be handed i to your instructor before your presentation As an Appendixto the presentation, students should also include: a. a copy of your letter
addressed to the firm b. a copy of the response letterfrom the firm and any other correspondence (e.g., gift certificate, postcard, or e-mail mess age) if there is any,
and c. a brief summary of your discussion (section 3). Students are supposed to write a short (3-5 pages, double spaced) paperthat analysesthe firm’s response to
the situation. d. reference list Students are expected to use (and clearly label) concepts related to services marketing throughout their discussion to demonstrate
an understanding ofthese concepts, asthis isthe rim gry purpose ofthis assignment. The grading criteria used for ev aluating your paper include your ability to relate
material from readings and lectures to your pap er, your ability to diagnose probable causes of problems and match them with appropriate solutions, depth and
substance of your observations, persuasiveness of your discussion, and quality of writing. Concise, clear writing in your letter, brief summary pap er, and
presentation is expected. As such, you will not receive extra credit for proper spelling, grammar, punctuation, etc., but will receive a poor evaluation of the
assignment if these areas are found to be lacking
PLACE THIS ORDER OR A SIMILAR ORDER WITH US TODAY AND GET AN AMAZING DISCOUNT 🙂
