The document proposes improving customer service at a school store when students buy the wrong books. It aims to receive replacement books within 3-5 business days to satisfy customers. Goals include improving customer satisfaction and loyalty to increase revenue. Objectives target an 80% rise in positive customer feedback within a year. The proposal argues timely book delivery and understanding staff will boost satisfaction and encourage future patronage.

1. RUNNING HEAD: School Store 1
Data Proposal
School Store: The customer bought the wrong book and needs an exchange
Desiree Deoria
Date: October 22, 2015
Abstract

2. School Store 2
The problem with the school store is that a customer bought a book and
needs to return it because they bought the wrong book. This is a problem because
the school store is not able to get the new book for 3-5 business days. The
consequence for this could be that the customer gets upset because they may
receive their book too late. The only solution to this problem would be that the book
arrives on time.
Request for Proposal:

3. School Store 3
To give the customer quality service and try to receive their new book in a timely
fashion, assuming that they need the book as soon as possible.
Goals:
The proposal to give quality service and get a new book will improve customer
satisfaction for the bookstore. It will also keep customers coming back to the school
store, instead of seeking online services such as Amazon. It will also help improve
overall revenue.
Objectives:
Providing good customer service and receiving books on time will improve ratings
and communications from customers by 80% within the first year, effective January
1st. School stores rely off of customer satisfaction for all revenue.
Background:
Overall the school store has good customer service, but sometimes things can go
wrong and the employees have to deal with angry customers. The goal is to hire
employees that will have patience and acceptance for possible conflicts. Dealing
with customers can be challenging.
Background Narrative:
The benefit from positive customer service that will increase the company’s profit is
very high. The more people are satisfied, the more they will want to use the school

4. School Store 4
store, rather than outside sources like the internet for books, or even other book
stores.
Credibility:
The reason that this proposal is necessary is because this certain textbook is
required for this class, rather than the wrong one that the customer had received.
Quality service will show that the workers understand where the customer is
coming from and help them feel cared for. 97% of customers will continue to come
back to the company after receiving good customer service. When a book comes on
time, the customer satisfaction will be increased by 90%, and will make them want
to use the school store again in the future.
Budget:
Each student has a certain budget that they can spend on books each year, and the
school store is aware of this. The best thing that the school store workers can do, is
take that budget into consideration to help make the students feel like their budgets
and opinions are taken seriously.
Evaluation:
In the end, the student received their book on time, and everything went well. It
would not have ended well if the book had no been received on time, but luckily the
company that the school store deals with was able to ship the book in a timely
fashion. When we asked them to rate customer satisfaction, the student rated it a
10/10.