Research Paper

For your research paper, you will consider a time you experienced poor customer service and a good customer service experience. The paper will be written in APA format, 7th edition. The assignment will be 5 pages in length, four outside sources, and in-text citations. In summary, the assignment will include a cover page, 5 pages of research, in-text citations, and reference page.

ADD: four to six references. 

· The students will provide a time when they had a good customer service experience and a bad one.

Then, the student will research… 

• The student will identify the industry in      which they are employed.
• Customer service satisfaction rate within      their industry (the industry where you are employed). 
• The current customer service satisfaction      rate (satisfaction or unsatisfaction), at your employer
• Areas where the organization is doing      well, 
• Areas where the organization needs to      improve, and 
• Your recommendation on what the      organizations needs to do to improve their customer service, and finally,
• After conducting the research, go back to      the first bullet and where you identified a bad customer service      experience. What could have been done that would have made your customer      service experience better?

In writing the assignment, please use the subtopics mentioned above to segment the assignment. For example,

Good Customer Service Experience

Explain what occurred.

Bad Customer Service Experience

Explain what occurred.

The industry where the student is employed.

Identify the industry.

Customer service satisfaction rate within this industry

Identify the customer service satisfaction rate within the industry.

Current customer service satisfaction rate at your employer

Current customer service satisfaction rate (satisfaction or unsatisfaction), at your employer

Areas where the organization is doing well, 

Identify areas where your organization is doing well.

Areas where the organization needs to improve.

Identify areas where the organization needs to improve. 

Recommendation on improvement

What do you recommend on what the organizations need to do to improve their customer service.

Improvements on your bad customer service experience

After conducting the research, go back to the first bullet and where you identified a bad customer service experience. What could have been done that would have made your customer service experience better?