If having high quality customer service were easy, it would be more common. Some companies advertise that they offer strong customer service, but in reality, it does not exist. Other companies such as Amazon, Zappos, and Nordstrom have built outstanding reputations for exceeding customers’ expectations.
For your course project, provide a 2-page analysis of your selected company’s customer service strengths and weaknesses.
Include the following:
- What does the company do best in providing customer service?
- What are characteristics of its customer service that provide a distinct advantage over the competition?
- How does it exceed customers’ expectations? Provide an example.
- What does the company’s customer service lack? What can it improve?
- Explain a strategy to make these improvements.
The company I chose to research is AMAZON.COM