CSS110 Externship Journal 2
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School
Computer Systems Institute, Charlestown *
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Course
MK150
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
3
Uploaded by beaverben
CSS110: Customer Relationship Management - Externship
Journal 2
Instructions for Journal Entries:
Part 1 Journal Entry
Describe some of the key events, decisions, responsibilities, challenges, and issues
that occurred during the prior week at your job. You can talk about customer successes, how you may
have dealt with a difficult situation, interactions with your co-workers and supervisors, success stories,
highs and lows, problems and concerns, and provide at least one example of something you have
learned or became better at doing over the course of the week.
Part 2 Discussion Questions
Write a response to the discussion questions below.
In Chapter 4, methods of adding customer perceived value, such as Loyalty Schemes or Programs,
Customer Clubs, or Sales Promotions are defined with examples. Does your externship company employ a
Loyalty Scheme or Program, Customer Club, or Sales Promotions? If yes, then describe them.
If no, which
would you implement? Explain how it would work.
IMPORTANT
: Please provide as much detail as possible. You will not be given credit if your answers are
incomplete. You should make it a point throughout your work week to take notes so that it will be easier
for you to write your journal entries.
Submit both Part 1 and Part 2 of your journal entry (at least 3 paragraphs) to Externship Journal 2 in
Moodle.
FOR INSTRUCTOR USE ONLY
Grading Rubric
Grading accepts a start value of 100. Points will be deducted for failure to fully complete or meet the stated
requirements.
Grading: 90-100 = Represents work of superior quality (A); 80-89 = Represents work of good to very
good quality (B); 70-79 = Represents adequate command of class content (C); 69 and below = Represents work that
shows a need for development or improvement (F); 0 = Represents plagiarized work (F).
CSS110: Customer Relationship Management
Student:
Instructor:
Date:
Externship Journal 2
Description of requirements
Possible
Points
Your
Points
Part 1: Journal Entry reflects an original response describing some of the
key events, decisions, responsibilities, challenges, and issues that
occurred during this week at your job.
25
Part 1: Provided at least one example of something you have learned or
became better at doing over the course of the week.
20
Part 2: Does your externship employ a Loyalty Scheme or Program,
Customer Club, or Sales Promotions? If yes, then describe them. If no,
which would you implement? Explain how it would work.
45
Submitted 3-paragraph minimum
10
TOTAL
100
YOUR SCORE
: ________
Instructor Comments
:
I’m working a front desk in the restaurant. My responsibilities are greeting customer. A warm, welcoming
greeting is the first step for each guest that walks through the door. I have dialog deal with customer.
They are unhappy about the food when they got it.
Customer: Hello
Front desk: Welcome, how are you today?
Customer: Welcome, I’m fine.
Front desk: How can I help you today.
Customer: The food was supposed to be delivered to me at 6 p.m., but I was surprised that the agent
was one hours late!!!
Front desk: Ok. can you tell me now about the whole problem, go-ahead
Customer: The deliver was one hours behind schedule, and when I received the shipment was cold
and untidy.
Front desk: I apologize to you very much Mr. (client’s name), and the necessary work will be done, and
strict measures will be taken with the representative immediately, and an apology from our restaurant
to you we will offer you a 50% discount on any food you want from and shipping the food is free
Customer: Nice thank you
Front desk: I am pleased to serve you, thank you for contacting me.
Dealing with angry customers is difficult, but it’s not impossible. Being able to do so expertly is
somewhat of an art – and it provides an opportunity for the company to implement a growth mindset.
From the dialog above. Front desk ask about the whole problem what the customer need to report. After
that when we are knowing the problem front desk say apologize first before finding out the problem
because that point makes the customer make unhappy with the restaurant right now. and then front
desk give complimentary to customer give 50% discount for food and delivery free and say thank you to
customer for contacting me.The most important thing any company representative contending with an
angry customer can do is to let the customer vent their frustrations. Then, meet them with respect,
patience, and empathy to find a solution. Using these tips for handling angry customers will put your
business on the path to success and will endow your team with the tools they need to be able to turn a
negative situation into a positive customer experience. At the same time, you’ll build better relationships
with your customers.
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