Management Question

Description

Strategic Customer Service Final Project
Customer Service Professional
Informational Interview
Possible: 100 points Due Date: _________________ F24
Purpose:
To apply the content and knowledge about Professional Customer Service providers that you have been
learning in this class (textbook, videos, projects, Give ‘Em the Pickle, etc.).
Interviewing and talking with someone who currently works as a Professional Customer Service Provider can
give you a realistic, inside look at a career in Customer Service. This person will also become part of your
professional network of people you know in business and industry.
Planning:
1. Select a Professional Customer Service Provider to interview. This must be a person you do not
know on a personal level (no long-term co-workers, family or friends please). Often times
Professional Customer Service Providers do not carry the title “Customer Service”. You will need to
assess whether the professional’s job is primarily providing customer service AND that this is their
chosen profession. They also must have been doing their job for a minimum of 5 years. Note: You
may not use projects or interviews conducted in other courses.
Who you CAN and CANNOT interview:
• MUST BE: The CS Provider MUST spend at least 75% of their day in direct EXTERNAL customer service
contact. And have been in their position for a minimum of 5 years.
• CAN BE: Entrepreneurs/Small Business owners (Salons, Restaurants, Entertainment Facilities, Hotels,
Medical Facilitates (front desk/reception)
• CAN BE: Barbers, Stylists, Servers, Bankers, Bartenders, Desk Clerks, Call Center Professionals, Retail
Associates, Customer/Client Service Representative
• CANNOT BE:
Executives such as Presidents/VPs/Managers/Owners. These professionals generally do not perform
direct customer service daily – they are planning, leading, organizing, and controlling.
• CANNOT BE:
Chefs/Cooks, HR Specialists, Daycare providers, Group/Home Care/Healthcare/Eldercare/
providers/Managers, or Sales Professionals, they are not appropriate for this project. These positions
do NOT spend 75% of their day in direct, face to face, EXTERNAL customer service contact.
• When in doubt, please ask the instructor or suffer the grade loss.2. Make an appointment with the Professional Customer Service Provider. Be courteous, prepared,

and professional. Ask when it would be convenient for him/her to meet with you. You will be asking
for approximately ½ hour of this busy Professional Customer Service Provider’s time. Write out what
you will say before you dial the phone!
HOW do you contact professionals? Phone them (Phone is more effective) or send a Professional
email (remember the Email assignment from week 01?) EX:
Hello, my names is Becky Shand,
and I am a Business student at St. Cloud Technical & Community College. For my Strategic
Customer Service class, we are required to interview a Professional Customer Service Provider like
you! Would you be available to meet with me for 30 minutes to ….
3. Contact Information: Get the Professional Customer Service Provider’s full name, name of business
he/she works at and the COMPANY address, phone number, email, and website where I can reach
them to verify your assignment. Please include the company’s website address if they have one.
4. Let him/her know the purpose of the interview. You are taking a customer service class as part of
your college major or program to learn more about what it takes to be a successful Professional
Customer Service Provider.
5. Complete basic research on the company (history, product/service lines, other information).
Utilize their web site (if they have one) or call and ask a human resource person. Be as
knowledgeable as possible regarding their business, products, and market BEFORE the interview.
You may also ask the interviewee questions about the company. Review the company: Linked In,
Facebook, Instagram, and other social media accounts.
6. This interview must be conducted in a face-to-face format. NO Phone Interviews.
Be sure to arrive on time for your face-to-face appointment in appropriate Professional Dress.
Early is ON TIME, on time is LATE. Greet them, thank them, smile and make eye contact and
handshake. Build rapport/trust by asking a couple of questions about the company or the
Professional Customer Service Provider (not too personal). Professional dress includes a nice shirt or
blouse, dress pants or slacks, dress shoes, dark socks (gents), close toed shoes (ladies). If it is a
professional organization where the standard is wearing a suit, I highly recommend you wear a suit.
Remember you are networking for future employment possibilities.
7. Show interest in the information the Professional Customer Service Provider is providing. You will
need to take some notes, but don’t let the focus be on your writing things down. Bring a nice
notebook/tablet/portfolio to take brief notes. (Investing in a nice portfolio/folder will serve you well
in the future at job interviews). Fill in complete information immediately after the interview so you
won’t forget details for your report. Keep the conversation going smoothly. You can ask them
additional questions if you find a topic particularly interesting.
8. Keep track of the time. If you reach ½ hour, wrap up the interview. Stand, shake hands again, and
make eye contact while you thank him/her for the time and information you received.
9. MAIL a Thank You Note to the professional you interviewed! The note should be professionally
and neatly hand-written on a professional thank you note card, or a typed letter/note and MAILED
to them.
• 10 points = Copy/Scan the actual ‘thank you card’ for your Instructor – Place in Drobox
• This is an Additional assignment outside of the Final Project – DUE with the Project Report
10. Have a good interview!

Report Instructions:
Neatly TYPE out the questions you want to ask the Professional Customer Service Provider. This will show
them that you are serious, prepared, and professional. You are building your Professional Network by doing
this activity!
Possible Questions to guide your informational interview – add what you wish:
1. What is your background, education, and/or training for customer service (or position)?
2. How or why did you choose customer service as a career?
3. What helped you the most to learn your job?
a. On-the-job experience
b. Education or specific training
c. A mentor or another Professional Customer Service Provider
4. What personality traits do you consider important for a successful Professional Customer Service
Provider?
5. Are there specific knowledge’s/skills/abilities you would recommend a student like me focus on
growing and developing to better be prepared for providing professional customer service?
6. Has your company had to change its focus or emphasis on customer service in the past several
years? If yes, why? What have you done differently?
7. Does your company promote a specific customer service culture or expectation? Do you conduct
any training in this area?
8. What technology has assisted the customer service you provide?
9. Do you use social media tools? If so how and what are the results?
10. Do you do any training on communication skills (verbal and/or nonverbal)?
11. What are your steps for handling a difficult customer?
12. Do you have a “Service Recovery Policy” – for unhappy customer situations, returns, fixing problems
with customers?
13. What are some ways you obtain feedback from your customers? How have you used this
information?
14. What are the biggest challenges you face as a Professional Customer Service Provider?
15. What are the positives or advantages of a customer service career?
16. What are the negatives or disadvantages of the job?
17. What keeps you motivated at your job?
18. Can you tell me about one of your BEST experiences as a Professional Customer Service Provider?
19. Ask any other questions that you would like information about. Feel free to edit any of the above to
suit your interview.

Your Written Report and Assessment (100 points) – SEE Grading Rubric on D2L:
 When you have finished the interview, type a Report 3-4 pages, double-spaced, use 1” margins, and Calibri
12-point font.
 Using the HEADER feature in Word type (Insert, Header): Your Full Name, SCS Final Project.
• NO Additional Title or Header is required on this report.
 Using the FOOTER in Word (Insert, Footer): include Page numbers.
 Do not double-space the Header or Footer.
(5 points)
 Begin your paper with an introductory paragraph including the following information:
1. Name of the Professional Customer Service Provider you interviewed.
2. The reason you chose this company/person.
3. How did you come to know this Professional Customer Service Provider?
4. The company or business he/she works.
5. History, facts, information you researched about the company (very important!). Keep track of
references/citations.
6. Professional Customer Service Provider contact information: Include Address, Phone, email, web site.
7. A detailed description of their job duties.
8. Date and time of your meeting.
(20 points) I will not accept papers without this information included.
 Organize the information you have into interesting paragraphs. For example, one paragraph might cover
background and education; another might cover necessary personality traits, knowledge, service recovery,
customer service policies and procedures, or required skills, etc.
Incorporate and include concepts and principles into your report, from your text and studies that you can
apply to this Professional Customer Service Provider’s position and company.
Underline the key concepts in your paper as you reference them and apply them to your report.
I will be expecting a substantial effort in this area. After all, this is the purpose of this project.
(50 points)
 End your paper with a summary paragraph and personal reaction to what you learned.
(10 points)