Customer service

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Course Scenario

As you continue in the Emerging Leaders Onboarding Learning and Development program for the second quarter, you have experienced a few successes and now some wins. During this onboarding program you have continued to participate in assessments and have now completed a leadership development and a strategic plan outline. Now let us continue to move forward in the onboarding program where you are now being asked to develop a customer service plan outline to help you to demonstrate your ability to distinguish operational practices that will create an exceptional customer experience.

Instructions

For this customer service plan, establish an outline to distinguish operational practices that will create an exceptional customer experience program by addressing and answering the following questions:

  • What is an exceptional customer experience? Explain how you as an Emerging Leader will define an exceptional customer experience for your organizational customers.
  • What steps should team members take to create an exceptional customer experience? Explain how you as an Emerging Leader will develop your team members to implement these steps.
  • What metrics will you use to measure the effectiveness of an organizational exceptional customer experience program? Explain how you as an Emerging Leader will use these outcomes to sustain and maintain an organizational exceptional customer experience program.

Grading Rubric

F

F

C

B

A

0

1

2

3

4

No Pass

No Pass

Competence

Proficiency

Mastery

Not Submitted

No identification of customer service plan that will create an exceptional customer experience program, missing basic features and support.

Identifies customer service plan that will create an exceptional customer experience program, but lacks explanation of basic features.

Identifies customer service plan that will create an exceptional customer experience program with explanation and supports stance.

Identifies customer service plan that will create an exceptional customer experience program, fully explains features and supports stance.

Not Submitted

No selection of operational practices that will create an exceptional customer experience.

Selects operational practices that will create an exceptional customer experience, but lacks explanation and personal examples.

Selects operational practices that will create an exceptional customer experience with explanation and personal examples.

Selects operational practices that will create an exceptional customer experience with fully supported personal examples and explanation.

Not Submitted

No noticeable attempt to define exceptional customer experience.

Correctly defines one key aspect of the exceptional customer experience; attempts to define another.

Correctly defines key aspect of the exceptional customer experience.

Correctly defines one key aspect of the exceptional customer experience with supporting research.

Not Submitted

No noticeable attempt to explain how an Emerging Leader will develop team members to implement an exceptional customer experience.

Attempts to explain how an Emerging Leader will develop team members to implement an exceptional customer experience with some supporting evidence.

Explains how an Emerging Leader will develop team members to implement an exceptional customer experience with supporting evidence.

Thoroughly explains how an Emerging Leader will develop team members to implement an exceptional customer experience with strong supporting evidence.

Not Submitted

No identification of metrics used to measure the effectiveness of an exceptional customer experience program.

Attempts to define metrics used to measure the effectiveness of an exceptional customer experience program with minimal supporting information.

Describes metrics used to measure the effectiveness of an exceptional customer experience program with supporting information.

Defines metrics used to measure the effectiveness of an exceptional customer experience program with strong supporting evidence.

Not Submitted

No discussion of how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program.

Attempt to discuss how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer, but lacks full explanation and examples.

Discusses how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program with support through explanation and examples.

Discusses how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program with fully supported and thorough explanations and Emerging Leader examples.

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