Bethel University Costco Customer Service Case Study

I have uploaded the reading material for each section. Each part needs to have a minimum of 1200 words along with 3 scholarly sources APA style.

Part 1 : Read the Costco case on page 15.

1. Summarize the case.

2. Using the Internet and the library databases, conduct additional research on Costco. Is Costco continuing to do well?

3. What is the connection between Costco’s external customers and its internal customers (employees) in terms of customer service?

4. Costco’s closest competitor is Sam’s Club. What do you see as key differences between the two companies? Using the Internet and library databases, check out how Sam’s Club is perceived in terms of customer service.

Part 2: Complete: Read the “customer Retention Done Right?” case on pp. 158-159.

1. Summarize the key facts of the case.

2. Assess the effectiveness of the response to Sherry. What is the basis for your assessment?

3. Could anything have been done more effectively?

Part 3: Read the case on page 176 of the text.

1. Summarize the case.

2. How are customer expectations affecting the situation? Would Dave and Andy have been better off not asking for customer feedback?

3. How can the situation be improved now?

Part 4: All questions in this section refer to the case “Weeding out the unprofitable customer” on page 89.

1. What are the benefits and detriments of Bruno’s strategy?

2. How does Bruno’s strategy mesh with the core values of the company?

3. Was the real issue the clients or employee discipline?

Part 5:

1. Present a plan to create and maintain a climate of excellent customer service in your organization.

2. How will you monitor progress and sustainability?

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