Description
Course Project – Marketing the Product / Service
This course has major project assignments due in Week 3 and Week 5. It will take more than a week's effort to adequately complete them. Plan time to start the research and work on those assignments earlier than the week in which they are due.
It is critical to make the best of every interaction with the customer.
Using the same organization selected in Week 1 for the course project, address the following:
- 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.
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Explanation & Answer
Hello, I'm done, all parts are correctly presented as per the questions. I have also attached an originality report.
Running Head: APPLE INC.
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Apple Inc.
Name
Institution Affiliation
Date
APPLE INC.
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Products and Services offered by Apple Inc
Apple Inc. is a multinational company that offers services and sells its wide range of
products across the world. The company trades these products via their retail and online stores.
These services and products include iTunes, Apple TV, iPhone, iPads, iOS, Apple Music, Apple
watch, Financial Cut Pro X, macOS, iWork, Logic Pro X, and iLife. Apple is the retail bosses in
the smartphone market. IPhones, Mac and iPads are the core products supplied to the markets
stores from their warehouses (Heracleous, 2013). Most of the company's product manufactured as
a result of the high demands on the products.
Roles of the Apple’s Customer Service Department
The customer service department must control the stock and dispatch. Any arising issues
and concerns by the customers. Customer service requires to be very patient and humble since
some customers may seem ruse or demanding. The core concern of the customer service
department is to ensure customers' needs are satisfied. Their primary duties and responsibilities
are: Handling problems. The customer service department is always the first support system when
a problem emerges. When a customer is waiting for shipping of a particular product, and it does
not reach on the dates indicated. The customer will contact the customer service department to
check where the problem is. In case the customer service representative doesn't have a solution;
there are required to conduct some research to get back to the customer for an answer as soon as
possible (Peng, Scott, Prybutok & Sidorova, 2014).
The customer service department also plays a role in helping in sales. Apple Inc. customer
service department, for instance, helps in a sales capacity. In case a customer contacts with a query
or issues, it is the work of the customer service representative to try and sell the products or service
when the problem has resolved. Customer service representatives with the duty of reaching for
APPLE INC.
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orders over the phone always make "add-on" sales. These are for products with extended
warranties (Peng, Scott, Prybutok & Sidorova, 2014).
Apple Inc. uses five approaches to customer service delivery. The five criteria stand for A.
P. P. L.E. The first one is Ap...