The document outlines the components of a customer service plan, including examining the customer perspective, quality recognition, and proactive practices. The plan incorporates analyzing the company, customer service, quality, and modern customer service practices. It provides instructions to observe aspects of the business from the customer's point of view like appearance, greeting speed, transaction pace, parking, hours and staff courtesy and knowledge. It also asks to identify important communication criteria, how staff are evaluated and trained, and expectations for technology interactions. Lastly, it prompts an evaluation of practices to respect customers' time, maintain positive attitudes, recognize regulars, communicate professionally, and show initiative.

1. Overview
The work you do throughout the modules culminates into a
Customer Service Plan. This plan incorporates the following:
Module 2: Company Description & Evaluation
Module 3: Examine Customer Service & Quality
Module 4: Examine Customer Service Practices in the Twenty-
First Century
Module 5: Company Analysis
Instructions
Part I:
Customer Perspective
In relation to what you have learned in Module 3 so far, observe
and describe the following as you would view it from the
customer’s perspective. Hint: What is each communicating to
the customer?
Physical appearance of the business
How quickly is a customer greeted
Pace of the transaction
Parking lot
Hours of operation

2. Courtesy of customer service representative
Knowledge of customer service representative
Website - if there is a website, how user-friendly is it?
Part II: Quality Recognition
Discuss the following:
Identify criteria that your organization deems important in
communications.
How do you know this criteria is important?
How are representatives evaluated on this?
What training is provided to employees in the five main
methods of communication (Listening, writing, talking, reading,
nonverbal expression)?
What are the expectations when using technology to
communicate with customers?
Part III: Proactive Practices
Evaluate the practices in place to avoid challenging situations.
What are the practices in place in your business to demonstrate:
Respecting the customer’s time

3. Keeping a positive attitude
Recognizing regular customers
Maintaining professional communication
Showing initiative