Module 04 Content
Please note that the company you selected for me when you did my first assignment was the Southwest Airlines Company.
- If having high quality customer service were easy, it would be more common. Some companies advertise that they offer strong customer service, but in reality, it does not exist. Other companies such as Amazon, Zappos, and Nordstrom have built outstanding reputations for exceeding customers’ expectations.
For your course project, provide a 2-page analysis of your selected company’s customer service strengths and weaknesses.
Include the following:
- What does the company do best in providing customer service?
- What are characteristics of its customer service that provide a distinct advantage over the competition?
- How does it exceed customers’ expectations? Provide an example.
- What does the company’s customer service lack? What can it improve?
- Explain a strategy to make these improvements.
- Provide a conclusion summarizing the company’s key strengths and weaknesses. Also, provide your opinion of the company’s overall customer service quality.
Your submitted assignment should be proofread for correct spelling, grammar, and punctuation. Be sure to follow APA formatting, use at least two references, and include both in-text citations and a references page.
For APA guidelines, go to the Resources tab within the course.
Submit your completed assignment by following the directions linked below. Please check the Course Calendar for specific due dates.
Save your assignment as a Microsoft Word document. (Mac users, please remember to append the “.docx” extension to the filename.) The name of the file should be your first initial and last name, followed by an underscore and the name of the assignment, and an underscore and the date. An example is shown below: