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
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 “instore” 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
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