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2 pages/β‰ˆ550 words
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APA
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Business & Marketing
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Essay
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English (U.S.)
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MGT WK SLP Assignment

Essay Instructions:

Assignment Instructions:

In this Session Long Project submission you are asked to write a 2- to 3-page paper where you do the following:

i). identify a medium to large organization that is large enough to have departments (such as Human Resources, Finance & Accounting, Marketing, etc.).

You will want to choose an organization for which you have some inside information as you are going to use this organization and the departments (or groups) within the organization to consider questions related to ‘Internal Customer Service’ throughout the session.

The organization you select can be the organization you work for (or have worked for), or an organization that someone you know works for. Military or public sector organizations are OK. If you like sports, a sports-related organization would be OK provided you know enough about the organization to respond to the SLP questions this session. Look ahead at future modules to make sure you’ll be able to formulate a response to each module based on the organization you select.

ii). Once you have identified the organization and described what the organization does, answer the following questions?

Discuss what quality internal customer service means to your organization. What efforts does the organization put forth? ... and … What efforts should the organization put forth that they are not already doing?

SLP Assignment Expectations

Grading will be based on how closely you follow directions, critical thinking, writing, use of sources and mechanics, including use of in-text citations. Your essay should be 2 to 3 pages in length (not counting your title page or references). You must include a title page and a list of references. APA formatting is preferred. Do not paste in sections of text into your essay. All of your work must be written in your own words. It’s OK to use a short quote now and again, but quotations must be in quotation marks and properly cited. In-text citations should be used anytime you are borrowing somebody else’s ideas, or information. That is to say, if you are borrowing a thought from a publication from J. Bravo’s article written in 2010, that section of text must be followed with (Bravo, 2010). Quotations, data, and general ideas (put into your own words) should all be cited.

Essay Sample Content Preview:

MGT 402 WK 1 SLP Assignment
Name
Institutional Affiliation
Merchandise return is common and is accepted in many stores all over the US. However, over the years, some retailers have incurred losses due to return fraud. In order to control fraudulent merchandise returns, organizations have come up with strategies that assist them to distinguish between serial returners and legitimate returners. Serial returners are also known as “wardrobers” (Pilcher, 2011). These customers have a habit of exploiting a merchant’s leniency for personal gain. Serial returning is not a crime. The problem with these customers is that their actions have led to denial of refunds and exchanges to honest patrons and legitimate returners (Nadeem, 2012).
Retailers have come up with return policies in order to mitigate losses caused by fraudulent and serial returners. Retailers report losses worth billions of dollars due to merchandise returns every year. As a result some consumer-friendly policies have been put in place to deal with such incidents. These policies are formulated with an aim of maintaining good internal and external customer service. Many retailers will accept returns if the customer provides proof of purchase (Wachter et al., 2012). Other retailers require more information depending on their policies.
Wal-Mart is an example of a retailer that experiences merchandise return on a daily basis. It is a multinational retail corporation with a chain of department stores and warehouse stores all over the US. This organization deals with thousands of customers every day. Without a proper set of policies to manage merchandise returns, the organization can suffer losses amounting to billions of dollars. As a result, Wal-Mart has very clear return policies that guide them in order to satisfy their customers while preventing fraudulent returns at the same time (Tsay, 2012). This organization’s goal is not to minimize merchandise returns per se, but to satisfy legitimate customers by refund, repair, or exchange.
If a return is made Wal-Mart can either accept or decline the product whether a customer has a receipt or not. In order for such a decision to be made, other considerations are put in place. If a customer has...
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