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Customer Experience and Moment of Truth Discussion
Customer Experience and Moment of Truth Discussion
Order ID 53563633773 Type Essay Writer Level Masters Style APA Sources/References 4 Perfect Number of Pages to Order 5-10 Pages Description/Paper Instructions
Customer Experience and Moment of Truth Discussion
- I need to write 1 page on:
Discussing a personal moment of truth. In your response, please not go into a lot of detail as to what a MOT is…..focus on your personal experience.
- Please comment on the writing below in 300 words.
I recently had a customer experience including several moments of truth with IRS and the company Sprintax. Indeed, most of you already know Sprintax as Pace University’s recommended partner to help students file their tax
returns. So here’s the little background: I filed my tax returns document with the help of Sprintax in Spring and mailed them to IRS way before the deadline. After a few months of seeing all my friends receiving their refunds, I got
worried as I hadn’t received anything yet.
Customer Experience and Moment of Truth Discussion
MOT 1: I called IRS hoping to talk to a human advisor, but ended up talking to an IVR (interactive voice response) robot who tells me that the information I gave them on request (name, social security number, address, expected
refund amount) are not enough to track my refunds. Ultimately, the AI concludes by advising me to visit a special page on IRS’s website to track my refund, and terminates the call. After this first MOT I was a little disappointed that I
wasn’t given the opportunity to talk to a real person and my perception of IRS as being a high governmental institution falls down considerably, along with my admiration and respect for the American bureaucracy.
MOT 2: As advised, I visit IRS’s website and try to track my refund. However, after providing, once again, my name, SSN, address, and expected refund amount, the website shows me an error message saying that my refund cannot
be tracked, and that this refund probably doesn’t even exist! After this second MOT, I panicked, knowing that I expected an important amount of $ and that I followed Sprintax procedures properly when filing and mailing my tax
returns. Needless to say that my esteem of IRS dropped even lower after this second moment of truth.
Customer Experience and Moment of Truth Discussion
MOT 3: Panicked, I review my tax return documents and attach them to a desperate email for a Sprintax representative, hoping someone outside of IRS could help me. After only a few hours, Eva answered my email with some
questions to help her find a way to track my refunds. She was very kind, quick, and professional. After a few emails, she was able to tell me that my New York State refund was being re-directed from my hold address to my new
address and I received it just a few days later (thanks you Eva!). Regarding my Federal tax return, Eva was able to tell me that my documents were not in IRS system yet as they haven’t finished to review all the returns they received
and that it could take another month or so to receive it. Ever since that day, Eva emailed me once a week to ask me if I received my federal tax refund. I have not, but I really appreciate how committed she is to help me track my
refunds! After this last MOT I can tell that I respect and trust Sprintax way more than IRS. Indeed, Sprintax provided a curated, personalized customer experience for me and helped me better, and in a more qualitative way than IRS
ever did.
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Customer Experience and Moment of Truth Discussion
RUBRIC
QUALITY OF RESPONSE NO RESPONSE POOR / UNSATISFACTORY SATISFACTORY GOOD EXCELLENT Content (worth a maximum of 50% of the total points) Zero points: Student failed to submit the final paper. 20 points out of 50: The essay illustrates poor understanding of the relevant material by failing to address or incorrectly addressing the relevant content; failing to identify or inaccurately explaining/defining key concepts/ideas; ignoring or incorrectly explaining key points/claims and the reasoning behind them; and/or incorrectly or inappropriately using terminology; and elements of the response are lacking. 30 points out of 50: The essay illustrates a rudimentary understanding of the relevant material by mentioning but not full explaining the relevant content; identifying some of the key concepts/ideas though failing to fully or accurately explain many of them; using terminology, though sometimes inaccurately or inappropriately; and/or incorporating some key claims/points but failing to explain the reasoning behind them or doing so inaccurately. Elements of the required response may also be lacking. 40 points out of 50: The essay illustrates solid understanding of the relevant material by correctly addressing most of the relevant content; identifying and explaining most of the key concepts/ideas; using correct terminology; explaining the reasoning behind most of the key points/claims; and/or where necessary or useful, substantiating some points with accurate examples. The answer is complete. 50 points: The essay illustrates exemplary understanding of the relevant material by thoroughly and correctly addressing the relevant content; identifying and explaining all of the key concepts/ideas; using correct terminology explaining the reasoning behind key points/claims and substantiating, as necessary/useful, points with several accurate and illuminating examples. No aspects of the required answer are missing. Use of Sources (worth a maximum of 20% of the total points). Zero points: Student failed to include citations and/or references. Or the student failed to submit a final paper. 5 out 20 points: Sources are seldom cited to support statements and/or format of citations are not recognizable as APA 6th Edition format. There are major errors in the formation of the references and citations. And/or there is a major reliance on highly questionable. The Student fails to provide an adequate synthesis of research collected for the paper. 10 out 20 points: References to scholarly sources are occasionally given; many statements seem unsubstantiated. Frequent errors in APA 6th Edition format, leaving the reader confused about the source of the information. There are significant errors of the formation in the references and citations. And/or there is a significant use of highly questionable sources. 15 out 20 points: Credible Scholarly sources are used effectively support claims and are, for the most part, clear and fairly represented. APA 6th Edition is used with only a few minor errors. There are minor errors in reference and/or citations. And/or there is some use of questionable sources. 20 points: Credible scholarly sources are used to give compelling evidence to support claims and are clearly and fairly represented. APA 6th Edition format is used accurately and consistently. The student uses above the maximum required references in the development of the assignment. Grammar (worth maximum of 20% of total points) Zero points: Student failed to submit the final paper. 5 points out of 20: The paper does not communicate ideas/points clearly due to inappropriate use of terminology and vague language; thoughts and sentences are disjointed or incomprehensible; organization lacking; and/or numerous grammatical, spelling/punctuation errors 10 points out 20: The paper is often unclear and difficult to follow due to some inappropriate terminology and/or vague language; ideas may be fragmented, wandering and/or repetitive; poor organization; and/or some grammatical, spelling, punctuation errors 15 points out of 20: The paper is mostly clear as a result of appropriate use of terminology and minimal vagueness; no tangents and no repetition; fairly good organization; almost perfect grammar, spelling, punctuation, and word usage. 20 points: The paper is clear, concise, and a pleasure to read as a result of appropriate and precise use of terminology; total coherence of thoughts and presentation and logical organization; and the essay is error free. Structure of the Paper (worth 10% of total points) Zero points: Student failed to submit the final paper. 3 points out of 10: Student needs to develop better formatting skills. The paper omits significant structural elements required for and APA 6th edition paper. Formatting of the paper has major flaws. The paper does not conform to APA 6th edition requirements whatsoever. 5 points out of 10: Appearance of final paper demonstrates the student’s limited ability to format the paper. There are significant errors in formatting and/or the total omission of major components of an APA 6th edition paper. They can include the omission of the cover page, abstract, and page numbers. Additionally the page has major formatting issues with spacing or paragraph formation. Font size might not conform to size requirements. The student also significantly writes too large or too short of and paper 7 points out of 10: Research paper presents an above-average use of formatting skills. The paper has slight errors within the paper. This can include small errors or omissions with the cover page, abstract, page number, and headers. There could be also slight formatting issues with the document spacing or the font Additionally the paper might slightly exceed or undershoot the specific number of required written pages for the assignment. 10 points: Student provides a high-caliber, formatted paper. This includes an APA 6th edition cover page, abstract, page number, headers and is double spaced in 12’ Times Roman Font. Additionally, the paper conforms to the specific number of required written pages and neither goes over or under the specified length of the paper.
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