Summarize the key product/service offered by your organization, including the role of the customer
service department or direct service required to make a sale to the customer.
Create and defend a diagram or flowchart detailing the service delivery process. The chart should
clearly identify each contact point (e.g. frontline employee, supervisor, delivery, etc.) before, during,
and after the purchase. Your defense of the diagram should detail the role of each contact and
assess why each role is critical to the entire service delivery process. (For assistance, review
Service Delivery lecture tab and click here for a Service Delivery Infographic).
Analyze at least three possible contact point failures in the service delivery process for your
organization. Why do you consider these to be possible contact point failures?
Justify recommendations to prevent or address the potential contact point failures and enhance
service delivery in your organization. Be sure to consider how customers will benefit by your
recommendations.
Defend a statement positioning the brand around the new/improved services.
Sample Solution