Using the same organization selected in Week 1 for the course project, address the following:

  • Summarize the key product/service offered by your organization,  including the role of the customer service department or direct service  required to make a sale to the customer.
  • Create and defend a diagram or flowchart detailing the service  delivery process. The chart should clearly identify each contact point  (e.g. frontline employee, supervisor, delivery, etc.) before, during,  and after the purchase. Your defense of the diagram should detail the  role of each contact and assess why each role is critical to the entire  service delivery process. (For assistance, review Service Delivery  lecture tab and click here for a Service Delivery Infographic).
  • Analyze at least three possible contact point failures in the  service delivery process for your organization. Why do you consider  these to be possible contact point failures?
  • Justify recommendations to prevent or address the potential contact  point failures and enhance service delivery in your organization. Be  sure to consider how customers will benefit by your recommendations.
  • Defend a statement positioning the brand around the new/improved services.

Submission Details:

  • Submit your answers in a 6- to 9-page Microsoft Word document, using APA style.(This should be an expansion of the 2 previous papers already written and be 100% original and no plagiarism.)

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