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BUSI2005 | Presentation Assignment | Group Assignment Part A and B
Customer Service Company Profile (PART A) and Presentation (PART B)
PART A:
CUSTOMER SERVICE COMPANY PROFILE SELECTION
TOTAL VALUE:
10%
DUE DATE:
June 3, 2022 by 11:59 PM
This assignment is to be completed in teams of minimum four (4) or maximum five (5) and you will sign up into your own groups on the Blackboard
Group Sign up area. These teams will be working together throughout the semester to build on the proposed customer service company profile.
Choose carefully the company that you select as many of your assignments and activities are linked to this company this semester. It is strongly
suggested you select a company within your area of study and one you want to know more about. * PLEASE NOTE – THIS ASSIGNMENT CAN BE
COMPLETED FROM ONLINE RESOURCES and MEETING AND NO IN PERSON CONTACT IS REQUIRED RESPECTING COVID 19 GUIDELINES*
Working in groups of minimum four (4) or maximum five (5), each team will complete the following tasks for this assignment PART A:
1. Coordinate and meet as a team online
2. Discuss and reflect on some past experiences that were positive and negative from a past service perspective.
3. Discuss and reflect on some changes you have seen from companies as they have pivoted in their customer service recently
4. Prepare a Customer Service Company Profile (PART A) that will serve as the foundation for the Presentation portion (Part B) of this
assignment
5. Submit your Customer Service Company Profile
Your Customer Service Company Profile should be around 3-5 pages, word-processed and double-spaced using complete sentences and references
to your research. You must use APA format for the assignment as outlined in the Cites and Sources Guidebook. Please include a cover page with
names in alpha order by last names and include all student numbers. Everyone needs to contribute equally.A Customer Service Company Profile is
to be submitted to the online Blackboard assignments link that outlines your expectations – The Rubric is attached for your information and
guidance.
Here is what your Customer Service Company Profile will include:
• Background on the company with a focus on their processes and reputation for providing customer service – find some research that
supports if they have a positive or negative customer service reputation.
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•
•
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Why the work group selected this company
Identification of the characteristics of their typical customers supported by your research.
What are your expectations if you were to have customer service experience at this organization?
Based on your initial research what are your impressions of the company from a service focus?
Would you expect to have a positive or negative experience when you actively engage the employees? Why?
Provide any other background information that will help you give the reader a clear understanding of the organization that you have
selected.
BELOW
EXPECTATIONS
MEETS
EXPECTATIONS
EXCEEDS
EXPECTATIONS
Introduction
o Proposal has a solid introduction stating what the purpose of the assignment/proposal
is.
o Why the group thought this was a good company to select.
0
1-2
3-5
Company Background
o Provided information about the company and covered what the company is, where they
are located and what they sell or how they provide customer service.
o Conducted research about the company and how the company is perceived by
customers. Gave information about the company’s reputation – good or bad.
0-2
3-5
6-8
Characteristics of Typical Customers
o Provided information about typical customers of the organization based on research.
0-1
2-3
4-6
Customer Service Impressions from company
o Clearly stated whether the groups expects to have a positive or negative experience and
why? Does it appear to be a customer focused company
0
1-2
3-5
Formatting – Spelling and Grammar
o Document is formatted according to APA guidelines and is appropriate length.
o Cover page and reference page are complete and formatted appropriately. In text
citations are correct.
o The document is well-written with complete sentences, proper grammar and correct
spelling.
0
1-2
3-5
EVALUATION CRITERIA
CUSTOMER SERVICE COMPANY PROFILE PART A
Total – Worth 10% of final mark
PART B:
TOTAL VALUE:
DUE DATE:
Total
/30
PRESENTATION ASSIGNMENT
20%
August 5, 2022 by 11:59 PM
Submitted through the Blackboard Submission Link – one group member will submit on behalf of all.
Your presentation must be developed with all team members. Present your group’s research and overall experience from a customer service
perspective.
(reference appropriate concepts/information from the textbook or from the PowerPoint slides in the weekly content) and highlight strategies that
support your thinking.
Use the Guide questions above that were provided for the Presentation above as well as the research that you found while working on individual
activities for further insight.
Ensure that your presentation has a title page with all group members names, an introductory statement and a conclusion. Please note *You have
been provided a presentation template under assignments that is a guideline for your presentation.
You will be evaluated on:
• The creativity and quality of your presentation
• Knowledge and understanding through the notes/comments that you add to each slide or attach as a Word document. This can be
submitted as bullet points but should show who would be saying what and explaining the slide.
• Effectiveness of your recommendations, resolution, action plan for the future, and the general effectiveness of your presentation.
EVALUATION CRITERIA
PRESENTATION CUSTOMER SERVICE PART B
Presentation:
o Includes a title page, introduction and conclusion.
o Provided information about the company and covered what the company is, where they are
located and what they sell or how they provide customer service so that audience understood.
BELOW
EXPECTATIONS
MEETS
EXPECTATIONS
EXCEEDS
EXPECTATIONS
0-9
10-14
16-20
o
o
o
Gave an overview of the customer service focus through demonstrated research on guide
questions asked to be looked at from the assignment considerations and course material.
Referenced key course concepts from all chapters in regards to customer service.
 Used specific examples to support concepts or experience.
Recommendations:
o Based on course topics – provided clear recommendations on what the business or service
provider could improve or build on.
o Referenced course topics/ideas in solutions for best practice ideas.
o  Provided an action plan for the future for the organization or service provider
0-4
5-7
8-10
Additional Criteria/Formatting – Spelling and Grammar
o PPT is submitted with comments/notes on each PowerPoint slide as required on the assignment
instructions. The notes should state who would be speaking when and provide additional
information from the PPT slides. Notes can be submitted as a Word document or as speaker
notes.
o Creative presentation that enhances the scenario or experience of group.
o Colour/background and font size is appropriate.
o  Spelling/grammar in the slides or presentation is free of errors.
0-4
5-7
8-10
Total – Worth 20% of final mark
Total
/40
HELPFUL TIPS FOR PART A AND QUESTIONS FOR PART B
Guide Questions for customer service profile during your group discussion: Do not include answers to these questions in your proposal – this is to
help you focus on your discussions and also to prepare for PART B of the presentation portion of the assignment. These are also suggestions for
future research and helpful information that will assist with optimizing your research. When you are researching take note of the following– this
will be the basis of the presentation:
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Was the business customer centric? Why or why not? , was the web site up to date and easy to use?
Was there clear messaging on who the business is and what they stand for as a company?
Was it easy to contact someone at the company if needed? What were the options?
If there was contact Was the staff friendly, positive and seemed to enjoy their work?
Were employees knowledgeable and helpful if contacted?
Was the physical or on line store orderly?
What was the atmosphere/ambiance like what colours were used on the web site
Is there updated information available for customers
What was the messaging to customers about COVID19? How has the company pivoted?
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•
•
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If so, does this messaging reflect the business and customer focus?
Is the company online presence and reputation positive or negative? Offer examples.
What areas studied in this course does the company succeed at in terms of customer service?
Based on the class and group discussions, what could the business improve upon? Be sure to used examples from the material and offer clear
recommendations.
After completing all of the activities and reviewing all of the material are your group opinions on the company more positive, equal to or less positive
then in your initial selection during PART A of the company selection process of the assignment. Please support your answers.

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