University | Temasek Polytechnic (TP) |
Subject | ECBZ101: Service Quality Management (SQMGT) |
1. Objective
The objective of this assignment is to allow students to gain a deeper understanding of the SQMGT concepts including service culture covered in McGraw-Hill Chapter 2-Contributing to the Service Culture.
Through reflection on recent personal customer service experiences and relating tobSQMGT concepts and principles, students will be able to better explain:
- What contributes to a good customer service culture within an organization
- What challenges service personnel and their organizations face, in the local or international service environment in meeting customers’ expectations.
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2. Task Required
You are to reflect on your recent customer service experiences in relation to SQMGT concepts and principles covered in class to meet the Assignment objectives above.
Below is a guide to complete your reflection report:
- Choose 2 recent customer service encounters (one delightful and the other disappointing) you personally experienced that each demonstrated at least 4 of the 8 Service Culture Elements covered in MGH Chapter 2- Contributing to the Service Culture. You may also make reference to other SQMGT concepts and principles learned in class.
- Reflect deeply on the special moments of interaction between you and the service provider (can be with staff, stakeholders or systems/processes supporting customer service of the organization), service conversations, after-sales service etc.
- Relate your customer service experience to SQMGT concepts and principles.
- In your opinion, state and explain the challenges service personnel and their organizations face in meeting customers’ expectations.
3. Reflection Report Requirements
Your reflection report should have the following sections:
- Introduction
- State the purpose of the reflection report.
- Briefly introduce the 2 companies/organizations you have chosen for your customer service encounters.
- Delightful Experience
- Describe your customer service encounter and relate to the 8 Service Culture Elements.
- Other SQMGT concepts and principles can be included where applicable.
- Disappointing Experience
- Describe your customer service encounter and relate to the 8 Service Culture Elements.
- Other SQMGT concepts and principles can be included where applicable.
- Challenges
- List and explain the challenges service personnel and organizations face in meeting customers’ expectations with reference to b. and c. above.
- Provide proper sub-headings to organize your points where necessary.
- Conclusion
- Sum up your key points to bring your reflection report to a close
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