Christina Hata    Business 137

Title of Course: Customer Service

Service learning Assignment:

This assignment involves two separate service experiences. Plan to spend four hours at the service provider location for each visit. The first field trip should take place prior to week nine. The second field trip should take place prior to the end of week thirteen.  At each service provider location, you will be involved in customer service activities that support the organization. The Service Learning Center will provide you the name of your contact person.  It is your responsibility to contact your organization and make arrangements for your visit.  Your contact person expects you to arrive at their organization on the date and time you signed up. This is a firm commitment and please do not contact the service provider to request changes to your date or time. When you arrive at the service location, your contact person will provide instructions for the activities you are to conduct.

First Visit:

After you complete your first visit to your service learning provider, you will write a two page paper summarizing the CUSTOMER SERVICE SYSTEMS you observed at the organization. Your paper should comment on the procedures utilized to deliver customer service. Aspects of customer service on which you can comment include the following: For EXTERNAL Customers:

• Waiting time and how it is handled—what does the customer do during the waiting period? How long is the average wait? What is the cause of the wait? How do customers respond to waiting?
• Sequential service when more than one representative provides assistance—how does the customer move from one representative to the next? Does the customer summarize the situation to the next representative, or does the first representative summarize it to the next representative?
• How many kinds of communication situations normally occur between customers and representatives—are there interactions via telephone, in person, mail, surveys, email? Which is the most prevalent? Which is most effective?
  
  

For INTERNAL Customers

• How is information communicated between employees—is it via telephone, hand-written notes, memos, email, meetings?

Second Visit:

For the second visit to your service learning provider, you will write a two-page paper summarizing the personal side of the service. For this paper, concentrate your observations on customer service issues that demonstrate an employee’s perceived level of empowerment; interactions that illustrate leadership within the organization. Was there an occasion to deal with a challenging customer? How was it handled? Did the employees seem motivated? Could you determine WHAT motivated them?

Remember, for visit:

• Wear business-type attire and conduct yourself in a professional manner
• Plan to arrive early, and be prepared to stay the entire time
• Have your Contact Person sign the verification form for your participation
• Write a two-page essay summarizing your observations—turn in at the next class in APA format

Alternative assignment: If you do not want to complete this assignment, you may complete a 12 page research paper on an approved customer service topic.

Approved Service Learning Sites:

Check with the Service Learning & Volunteer Center for service sites.