You have been contracted to advise an existing company of your choice on how to develop, implement, and maintain a new customer service program as part of the firm’s strategy to obtain competitive advantage. To accomplish your assigned task, you will draw insights from the knowledge you have acquired from your individual experiences. You must clearly define and take into account your company’s industry as well as the customer clientele. You must be able to answer the following questions: How do customers feel about the company? What is the company’s current customer service/satisfaction performance rating? Why should the company adopt a new customer service program? What is the proposed new customer service program? How will your company manage its’ new customer service program?
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