Identify factors that help organizations demonstrate an ability to negotiate successfully.
Research paper on JPMorgan Chase Bank (no personal opinions).
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Page 1: Introduction to the organization
Use an APA Level 1 heading for this section. Describe the purpose of the paper, identify the organization, and state the approach to the research. Also, provide background information (historical perspective, products, services, etc.). Include citations and references identified for this background information.
Pages 2-6: Customer Relationship Analysis
Use an APA Level 1 heading for this section. Include a paragraph to introduce the three topics covered in this section and identify specific methods employed to research them. The topics under this analysis section will each have a Level 2 heading. This is the main body of the research; it will require a couple of pages for each of the three major topics in this section. Students will need to read ahead in the textbook and locate research journal articles in the PBSC library’s databases to complete these topics. The articles found in the Open Source Reference Articles Module included in this course may be cited as well.
Topic 1 Identify factors that help organizations demonstrate an ability to negotiate successfully
Topic 1 requires a Level 2 heading.
Examine the channels available for customer service and/or complaint resolution as listed (Telephone contacts, Face-to-face, In-store service desk, Remote customer contact, call center, or help desk).
Employ your negotiation skills to examine the effectiveness of at least one of the complaint–handling or service-provisioning channels described above. Nonverbal skills will be more apparent with the face-to-face “in-store” channel while standard verbal communication skills will be more apparent in the other channels identified above. Report success in terms of achieving the desired outcome (i.e., was a satisfactory resolution to the service or product complaint reached?) Evaluate the overall experience with this customer service/complaint channel. Note: a previous experience may be described if necessary and appropriate. Support any opinions with examples and scholarly research.
Topic 2 Examine the impact of culture and diversity on business relationships
Topic 2 requires a Level 2 heading.
Briefly research historical evidence at the organization for any violation of one or more of the Federal laws listed below. Seek sources available through the PBSC library databases to complete this portion of the assignment. If evidence of a violation is indicated, explain how it affected business/customer relationships. If there was no historical evidence, choose one of the following laws and discuss how a company violating it might harm business relationships.
Title VII of 1964 Civil Rights Act
Age Discrimination in Employment Act of 1967,
Vietnam Era Veterans’ Readjustment Assistance Act of 1974,
Americans with Disabilities Act of 1990 and ADA Amendments Act of 2008
Civil Rights Act of 1991
Briefly examine evidence for the company’s commitment to embracing customer diversity. For example, discuss the organization’s commitment to multilingual representatives and accessible technologies for customers with various types of disabilities. Offer an opinion on how well the company embraces customers of all backgrounds and cultures. Support any opinions with examples and scholarly research.
Topic 3 Identify internal, external, and interface customers of businesses
Topic 3 requires a Level 2 heading.
Identify one category of external customers (or clients) served by the organization and discuss how well the organization builds relationships with them. Discuss why customers defect and how relationship-building is employed in limiting defections. Support any opinions with examples and scholarly research.
Identify one category of internal customers (co-workers) served within the organization and offer an opinion of how well the organization maintains internal relationships with them. Support any opinions with examples and scholarly research.
Examine internal and external customer interface systems employed by this organization in terms of the following:
The Primary website customer interface. Discuss its “customer friendliness” and support the assessment with an example
The Telephone contact system customer interface. Discuss its “customer friendliness” and support the assessment with an example
Interactive chat/messaging customer interface with service reps. Some customer interface systems are generated via intelligent agent technologies or so-called “robotic” interfaces. They are also known as virtual agents, chatter bots, live chat-bots, or artificial conversational entities. If this type of interface can be detected, offer an opinion of the technology and whether it seems effective and customer friendly. Support any opinions with examples and scholarly research.
Page 7: Conclusion
Section III requires a Level 1 heading. Conclude with an evaluation of this company’s customer relations efforts based on the research. Provide an overall assessment of the organization’s ability to build positive customer relationships and an assessment of their social media strategies. Support any opinions with examples and scholarly research.
Page 8: References