InstructionsRegarding the research paper, each of you will be mapping out and evaluating the experience with service of your choice”. Here are some ideas to consider.
1) Type of service
2) Identify touchpoints (points of customer contact) from beginning to end:
3) Discuss the required competency level of each touchpoint:
4)) Based on your experience with the service, evaluate your experience at each touchpoint
5) Identify and discuss areas that met your expectations
6) Identify and discuss areas of deficiencies.
6) Suggest methods of improvement.
7) Develop an implementation process.
8) Any additional information you which to discuss in your paper.