Question

HAIR SALON

• Summarize the key product/service offered by your organization, including the role of the customer service department or direct service required to make a sale to the customer.
• Create and defend a diagram or flowchart detailing the service delivery process. The chart should clearly identify each contact point (e.g. frontline employee, supervisor, delivery, etc.) before, during, and after the purchase. Your defense of the diagram should detail the role of each contact and assess why each role is critical to the entire service delivery process. (For assistance, review Service Delivery lecture tab and click here for a Service Delivery Infographic).
• Analyze at least three possible contact point failures in the service delivery process for your organization. Why do you consider these to be possible contact point failures?
• Justify recommendations to prevent or address the potential contact point failures and enhance service delivery in your organization. Be sure to consider how customers will benefit by your recommendations.
• Defend a statement positioning the brand around the new/improved services.Submit your answers in a 6- to 9-page Microsoft Word document, using APA style

Answer 1

Answer:
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Answer: Following are the products and services offered by Apple Inc The company sells a wide range of products and offers lots of services all around the world. The company sells these products through their retail stores and online stores Such products and services are mentioned below; 1. iPhone 2· iPad 3. iOS 4. Apple watch 5. Mac products 6. macOS 7. Life 8. iWork 9. Logic Pro X 10. Final Cut Pro X 11. Apple music 12. Apple TV 13. iTunes

Apple is the market leaders in Smart phone market. iPhone, iPad and Mac are their main products which is supplied to every retail stores from their warehouses. Most of their products are manufactured with the demand for their products. Role of customer service department: It is the customer service department to maintain the stocks and address the issues and problems of the customers. Their main duties and responsibilities of the customer service department are; Handling problems Assisting in sales Clerical Tasks Customer service delivery Job specific responsibilities Apple product and services process flow diagram:

Recommendations Due to competitor's growth in the market, Apple has to improve its process in both online and retail store Once the order is placed in online, customer can collect the product in the nearby retail store without any waiting time when there is a demand Leaming about the customer walk-ins, service points have to be improved Customers must be educated to avail online service if there is any product failure These are few recommendations that could improve the existing process Statement: Get service that brings smile and pleasure