Paper/Presentation Objective: Students will demonstrate awareness and understanding of the impact of customer service representative behavior on customer perceptions of a business when the customer service representative is and is not interacting with a customer by writing an essay or videotaping a presentation that compares or contrasts their observations at two businesses that she/he will visit. You will concentrate on key aspects such as customer service representative activities, focus on the customer and verbal and non-verbal communication skills with customers and employees. Your essay/video should give your audience a new understanding of the behaviors and what it implies about the businesses.
This project is worth 100 points, You will be graded on the following:
Those writing a paper:
I expect an error-free project, one without errors in grammar and spelling
Type your paper in APA format, go to https://owl.purdue.edu/owl/purdue_owl.html or the Triton writing zone if you do not know how to write an APA paper
The paper should be a minimum of 4-5 pages
Terminology learned throughout the first five chapters of the book should be used
Minimum of 3 sources.
The project should be laid out as follows:
Introduction: stating your purpose, which is to discuss your perceptions of two businesses by discussing the similarities/differences between the behavior of customer service representatives when they are and are not interacting with a customer at businesses that you visit or have visited.
Business Selection #1
A. Key aspect A (ex.: activities) + support
B. Key aspect B (ex.: non-verbal communication) + support
C. Key Aspect C (ex: verbal communications)+ support
D. Key aspect C (ex.: focus) + support
III. Business Selection #2
A. Key aspect A (ex.: activities) + support
B. Key aspect B (ex.: non-verbal communication) + support
C. Key Aspect C (ex: verbal communications)+ support
D. Key aspect C (ex.: focus) + support
Conclusion
Please also review the rubrics that can be accessed in the assignment.
