Capstone Project 3

1. Create a mystery shopper form that would be applicable to your company. Start with the relevant items from the sample form on page 106 but delete items that are less important or not applicable. Add company-specific items. 2. Develop a policy statement for your employees that describes how your company feels about customer recovery. a. Limit this to a few sentences or bullet points which can be easily remembered and referred to by you and your staff. b. Begin this statement with “We at (name of your organization) believe that...” c. Include a general description of actions you will take to recover customers. 3. In your closing statement, you should prepare to address how your organization will ultimately create customer loyalty as a result of your service strategy. a. Summarize your overall strategy. b. Present an action plan for implementing this strategy to in - People involved (leaders, managers, employees, customers, vendors, etc.) - How the plan will be implemented (employee training, feedback from customers, resources needed), etc.