MGT215 Sect1 Customer Relationship Management Module 6 Assignment
Assignment Description:
Based on what you have learned so far in this course, create an infographic/visual that addresses each of the following points/questions. Be sure to completely answer all the questions for each bullet point. Use clear headings that allow your professor to know which bullet you are addressing on the slides in your presentation. Support your content with at least four (4) citations throughout your presentation. Make sure to reference the citations using the APA writing style for the presentation. Include a slide for your references at the end. Follow best practices for infographics related to text size, color, images, effects, wordiness, and multimedia enhancements.
For this assignment, you are an internal consultant who is tasked with developing a VOC 1-Page newsletter to your staff. The information that will be contained within this newsletter will be items that have been identified through surveys and complaints but also what solutions have been found. This should be a fun newsletter that highlights the wins the organization has experienced.
You will need to use the software Canva found in this week’s resources.
Be sure to title your newsletter something catchy and fun. Remember, this is the VOC, and the goal is to provide an outlet to communicate solutions to the rest of the team. Lastly, this is an internal document that would not go out to clients.
Some items that you might want to consider in your newsletter include and remember: ”Always lead with positive news highlighting two or three functions with improvements.”
Customer Complaints and potential improvements
Long hold times on the phone and improvement
Not getting the answers on the first call and improvement
not receiving callbacks from CSRs and improvement
# of escalated calls and first time and improvement
How are these concepts improved? You can add whatever you want.
The CSR team has developed a strategy to avoid long hold times by…
The CSR team has implemented an escalation system that…
The CSR team has developed a scheduling software add-on to help with calling back clients and…
Next, what issues are you looking to work on next? What is the plan of action? Identify 2-3 different issues for your department.
Once you have completed this newsletter in Canva, be sure to download it to a Word Document and upload it to the drop box. In addition, check your work for grammar issues and that there is flow and transitions. This is a professional document and needs to be treated as such.
M6 Assignment UMBO – 1, 2, 3, 4, 5
M6 Assignment PLG – 1, 3, 4
M6 Assignment CLO –6
Instructions & Specifications
Submissions
Rubric
Start by reading and following these instructions:
Study the required chapter(s) of the textbook and any additional recommended resources. Some answers may require you to do additional research on the Internet or in other reference sources. Choose your sources carefully.
Consider the discussion and the any insights you gained from it.
Review the assignment rubric and the specifications below to ensure that your response aligns with all assignment expectations.
Create your assignment submission and be sure to cite your sources, use APA style as required, and check your spelling.
The following specifications are required for this assignment:
Length: 1-2 page visual
Structure: Include a title page and reference page in APA style. These do not count toward the minimum word count for this assignment.
References: Use the appropriate APA citations and references for all resources utilized on each slide. Include at least two (2) scholarly sources to support your claims.
Format: Save your assignment as a Microsoft Word document (.doc or .docx).
Filename: Name your saved file according to your first initial, last name, and the module number (for example, “RHall Module 1.docx”)
After completing the assignment above, select the link below to access the next module overview.
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