Lesson 6 Final

Final Apply Your Knowledge Assessment - The Small Business Customer Service Interview

In this assessment, you will be interviewing the owner of a small business who you believe delivers excellence in customer service. You will need to create a minimum of five questions to ask in your interview that are meaningful to your Customer Service Success Strategy (Lesson 3) and your Philosophy of Customer Service (Lesson 4). Your interview will culminate in a reflective essay about the interviewing experience.

Instructions: This assignment has three parts, and each part is weighted differently. You should respond to each section independently. Your response should completely address all parts of the questions. Make sure and cite any references within each section.

Identify a small business where you are a loyal and returning customer, and which you feel provides you with excellent customer service. Develop five questions that you wish to ask the business owner or manager about customer service. Interview the owner or manager to determine their customer service strategy. In at least one page, explain their business, their strategy, and which pieces of their strategy you would like to implement into your Customer Service Success Strategy.

1. Briefly describe the small business owner and the small business you selected for this interview. Discuss why you selected this particular business, why you are loyal to this business, and any other information that pertains to this interview. (15 points)
2. Develop a minimum of one question for each of the "Five Needs of Every Customer" identified on page 5 in your textbook. You should have five total questions (minimum) – one for each area. Write out each of the questions, and summarize how your interviewee responded to each question. (15 points)
3. Discuss your interviewing experience. What did you learn during the process? What pieces of their customer service strategy you would like to incorporate into your small business and why. Be sure to link your response to your reading and the information you learned in Lessons 1-6. (30 points)