Organization already picked : WELLS FARGO
Assignment Details: You are a Customer Service Consultant with expertise in helping companies to retain customers and improve service policies and actions. Select a professional name for your consulting business. Your company has been hired to evaluate the Customer Relationship Management Program for a client (an organization of your choice).
Research: An organization that has a bad reputation in Customer Service. You may search Yelp reviews for a company with low customer satisfaction ratings (for example, Comcast, Wells Fargo, etc.), or research news articles that speak to a trend in service breakdowns for a specific company. Examine the current customer relationship management in the business’s overall strategy and operations.
Part 2- In a minimum of 2 pages:
- What types of communication strategies does the organization use to address customer concerns.
- Discuss whether there is any evidence of trust in the provider/customer relationship.
- Discuss whether the communication strategies used are effective in helping to resolve customer issues.