As head of customer service for a cosmetics company, you are responsible for how your employees communicate with customers, both verbally and in writing. They deal with professional buyers at major retail chain stores and individual consumers. Their communications involve providing product information, answering availability and delivery questions, resolving complaints, and actual selling. You must ensure that your employees’ verbal and written skills and overall communication abilities are all up to the task. You will have to address numerous issues, not the least of which is training and performance evaluation.
Question 1 – Describe a performance evaluation system that would help you determine whether their verbal and written skills are adequate, now and on an ongoing basis.
Question 2 – If you were to develop training to help employees improve these skills, what might be the 2 or 3 most important components of that program and why?
Please read the CSCMP learning material for block 2 before writing your paper.
In 500 to 600 words, address the topic raised above. Be sure to identify any sources used to formulate your answers.
This assignment is worth 130 points (13% of your grade). You will be graded for relevancy (focus on the questions), critical thinking (your thoughts), the format used for your paper and references, and your spelling and grammar (use software like Grammarly). See the rubric for details. Note that this assignment will be submitted to Turnitin for review, so your work only, please.
Assignment Policy
Assignments submitted past due will be counted as zero points unless prior permission for late submission is received.
Submissions should fully and clearly answer the question or topic raised. In most cases, this can usually be done in 500 to 600 words. Direct and “to the point” approaches are best. Special instructions will be provided if more is required for a specific topic or issue.
Plagiarism is never acceptable. Assignments will be checked for plagiarism, which, if found, will result in a zero for the assignment.
Grades for written assignments will be evaluated based on the following:
Issue Weight
Relevance 35%
Critical Thinking 35%
Value and documentation of References 15%
Grammar/ Spelling/ Formatting 15%
Requirements: 600 words