Customer Service
General
- Diploma; 3rd year
- 7 learners; teams of 2
- 10 hours per learner
- Dates set by experience
- Learners self-assign
Preferred companies
- 5/2 project matches
- Anywhere
- Academic experience
- Any
- Any
Categories
Skills
Project timeline
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March 3, 2021Experience start
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March 4, 2021Project Scope Meeting
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April 6, 2021Experience end
Timeline
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March 3, 2021Experience start
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March 4, 2021Project Scope Meeting
Meeting between students and company to confirm: project scope, communication styles, and important dates.
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April 6, 2021Experience end
Overview
- Details
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Customer service is a crucial part of every organization today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. Students working in teams will focus on the importance of service delivery as demonstrated by front line service providers, supervisors, and others in a service leadership role. They will dive a number of mission critical areas such as, the art of giving and receiving effective feedback and the importance of service quality standards and customer relationship management. An underlying theme is the effective use of communication skills including listening. Upon completion of the project, you will receive a detailed report and presentation.
- Learner skills
- Customer service, Competitive analysis, Business strategy, Research
- Deliverables
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The final project deliverables might include:
- A 10-15 minute presentation of key findings and recommendations.
- A detailed report including their research, analysis, insights, and recommendations.
Project Examples
Students in groups of 3-5 will work with your company to identify your needs and provide actionable recommendations, based on their in-depth research and analysis.
Project activities might include but are not limited to:
- Analyze the elements of the service culture.
- Analyzing the feedback reports and providing red tags and recommendations
- Analyzing the customer base for composite segments
- Assess the phone and online chat procedures
- Assess the caller scripts for their message, response and call to action
- Administration and analysis of a customer service survey
Additional company criteria
Companies must answer the following questions to submit a match request to this experience:
Be available for a quick phone/virtual call with the instructor to initiate your relationship and confirm your scope is an appropriate fit for the course.
Provide a dedicated contact who is available to answer periodic emails or phone/virtual calls over the duration of the project to address students' questions.
Provide an opportunity for students to present their work and receive feedback.
Provide relevant information/data as needed for the project.