DIVERSITY IN CUSTOMER SERVICE PAPER 100 POINTS
This course contains a diversity overlay and through a
research and personal reflective paper, you will address diversity issues in
customer service as they relate to two cultural groups in the United States,
women* will be one required group. The first half of the paper will focus
on the related research. The second half will include a personal perspective that
details and explains what you find important relating to diversity in customer
Diversity is the “understanding that each individual is unique
and recognizing our individual differences. These can be along the dimensions of race, ethnicity, gender,
sexual orientation, socio-economic status, age, physical abilities, religious
beliefs, political beliefs, or other ideologies (Gladstone.uoregon.edu). This
can also include, but not limited to class,
disability, immigration status, gender expression, color/phenotype, racial
mixture, and linguistic expression, to name a few.
To assist you in developing
the outline and paper, review the following resources as they provide a breadth
of information about diversity, and customer service. Note: These do not
exhaust the numerous resources available.
Journal of Customer Service
in Marketing & Management
Diversity in Customer Service Draft Outline 20 POINTS DUE: Sunday, October 10, 2021, by 11:59 PM
The midterm requirement is to create a draft expanded
and detailed outline that includes what will be researched and presented in the
final paper. The outline will explain the various areas (listed below) that
will be detailed, and it must have a logical flow. Use the required Diversity
in Customer Service Draft Outline Template.
Diversity in Customer Service Paper 80 POINTS DUE:
Friday, December 10, 2021, by 11:59PM
Use the required Diversity in Customer
Service Paper Template.
Select one (1) of the following cultural
groups that are historically oppressed groups in the United States, such as: African Americans, Asian Americans, Pacific
Islanders, Latino/as, American Indians, Arab Americans, women*, and GLBTQ (gays, lesbians, bisexuals, transgender, and
queer identified people).
Diversity in Customer Service – 2 FULL Pages, 1-inch margins, double spaced, 12-point font
Analyze issues of diversity in customer
they relate to women* and your chosen cultural group.
Describe the challenges that both cultural groups face relating
to customer service.
Compare and contrast the customer service aspects as they
apply to both cultural groups.
Personal Perspective – 2 FULL
Pages, 1-inch margins, double spaced, 12-point font
Using your own personal experiences, both
good and bad, detail your thoughts and perspectives on diversity in customer
Provide specific examples and detail your
thoughts and perspectives on diversity in customer service as affected by two
(2) of the following: Social systems
and behaviors; Political systems and behaviors; Economic systems and behaviors;
Environmental systems and behaviors.
– Minimum three (3)