*(The company of choice is Zappos )
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.
Provide a conclusion summarizing the company’s key strengths and
weaknesses. Also, provide your opinion of the company’s overall
customer service quality.
Your submitted assignment should be proofread for correct spelling,
grammar, and punctuation. Be sure to follow APA formatting, use at
least two references, and include both in-text citations and a
For APA guidelines, go to the Resources tab within the course.