MGT215 Sect1 Customer Relationship Management Module 3 Assignment
Assignment Description:
Write a 750-1,000 word essay addressing each of the following points/questions. Be sure to completely address the points below. Separate each section in your paper with a clear heading that allows your professor to know what topic you are addressing in that section of your paper. Support your ideas with at least two (2) citations in your essay. Make sure to reference the citations using the APA writing style for the essay. The cover page and reference page do not count toward the minimum word amount.
For this assignment, you are a corporate trainer for XYZ organization. You have just been tasked with developing and deploying a training program for new customer service representatives discussing how to reply to clients. XYZ uses a seven-process framework to reply accurately and provide a great customer experience. Your presentation will address: assessment, investigation, classification, resolution, confirmation and coordination, tracking. Please provide a slide for each reply function and address your presentation to your new customer service representatives using possible fictional examples of XYZ.
Please use 2-3 outside sources to aid in your validation of training. Be sure that your presentation is attractive and professional. Please use speaker notes for your cited work.
M3 Assignment UMBO – 1, 3, 4
M3 Assignment PLG – 1, 3
M3 Assignment CLO –3
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: 7 slides, answers must thoroughly address the questions in a clear, concise manner.
Structure: Include a title slide and reference slide 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 PowerPoint document (.pptx).
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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