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Explore process thinking including internal and external customers
Assessment Strategies
on a written exam
by completing a written assignment
Criteria
you explain the concepts of internal and external customers
you explore the importance of internal and external customer related to organizational success
you create a process map
you explore the complexity of organizational relationships
written assignment includes a description of internal and external customers
written assignment includes examples of internal and external customers
written assignment includes a definition of service
written assignment includes lists with explanations of societal factors affecting customer service
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Analyze best practices in customer service
Assessment Strategies
on a written exam
by completing a written assignment
by participating in a team presentation
Criteria
you summarize key themes among best customer service practices
you analyze best customer service practices
team presentation includes a clarification of innovative customer service strategies
team presentation includes a critical analysis of service strategies
team presentation includes links between innovative strategies and organizational success
team presentation includes a minimum of one audio-visual technique
team presentation includes main points that are clear and concise
delivery of presentation holds audience attention
you are energetic and enthusiastic
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Explore service from a customer perspective
Assessment Strategies
on a written exam
by completing an analysis of a film
by completing an independent study project
Criteria
you examine how bad/good service affects customers
you explore how organizational systems contribute to service level
you analyze organizational systems, policies, and procedures
you develop recommendations regarding organizational policies and procedures designed to leverage excellent customer service
you view a view on custormer service in health care
film analysis includes how patients were viewed in the film
film analysis includes an analysis of the role of the service provider
film analysis includes an analysis of the role of health care in customer service
film analysis includes lists of strategies for delivering bad news to customers
film analysis includes a summary of personalized service
film analysis includes summaries of overall lessons about customers, service and communication
independent study project includes an analysis of how on-line customer service works
independent study project includes an analysis of how face-to-face customer service works
independent study project includes a critical comparison of electronic and face-to-face customer service
independent study project includes a list of recommendations for improving the case study organization
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Discover the role of assumptions in customer service
Assessment Strategies
on a written exam
by completing a written assignment
by participating in in-class activities
Criteria
you identify personal assumptions and bias
you examine how personal bias and assumptions affect how the customer is served
you explain Ladder of Inference
you identify strategies for dealing with personal bias and assumptions
written assignment includes a personal reflection on situations when bias and assumptions have impacted your ability to service customers
written assignment includes an explanation of the listening process
written assignment includes a list of strategies for effective, active listening
in-class activities include an explanation of how bias/assumptions are formed
in-class activities include the identification of strategies and tools for acknowledging and examining personal bias/assumptions
in-class activities include a discussion on how bias and assumptions impact customer service
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Explore communication strategies
Assessment Strategies
on a written exam
by completing a written assignment
by participating in in-class activities
Criteria
you examine personal listening skills
you explain active listening behaviors
you explore concept of paraphrasing
you examine interpersonal communication process
you summarize elements of good interpersonal communication
you explore personal communication style
you develop strategies for effective interpersonal communication
you explore concept of Power Talking
written assignment includes an explanation of how the interpersonal communication model works
written assignment includes strategies for positive communication
written assignment includes an explanation of role body language plays in communication
written assignment includes an identification of nonverbal behaviors that you may need to improve
in-class activities include an identification your own personal communication style
in-class activities include engaging in paraphrasing practice exercise
in-class activities include engaging in the active listening case
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Investigate conflict management strategies
Assessment Strategies
on a written exam
by completing an analysis of a film
by participating in a team presentation
by participating in in-class activities
Criteria
you explain both positive and negative aspects of conflict
you examine behaviors that escalate conflict
you explore behaviors that de-escalate conflict
you examine personal conflict management style
you develop strategies for managing conflict with customers
film analysis includes a list of behaviors that escalate conflict
team presentation includes innovative strategies for managing conflict
team presentation includes one audio / visual technique
team presentation includes main points that are clear and concise
delivery of presentation holds audience attention
you are energetic and enthusiastic
in-class activities include the identification of your personal conflict management style
in-class activities include the identification of personal conflict management technique improvements
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Explore leadership techniques that promote customer service
Assessment Strategies
on a written exam
by completing a written assignment
by completing an analysis of a film
Criteria
you explore the role of leadership in various organizations and its impact on customer service
you examine the concept of empowerment and its impact on customer service
you explore the characteristics of empowered organizations
you explore decision making in empowered organizations
written assignment includes a description of decision making in an empowered workplace
written assignment includes an analysis of leadership's role in an empowered workplace
written assignment includes a description of information sharing in an empowered workplace
written assignment includes a definition of empowerment
film analysis includes a summary of case studies outlined in the film
film analysis includes a description of strategies for building empowerment
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Discover methods for gathering input from customers
Assessment Strategies
on a written exam
by participating in a team presentation
by participating in in-class activities
Criteria
you explore how to ask open-ended, non-leading questions
you explain the purpose of interviewing a customer
you explore the importance of language use when gathering information from customers
you examine the role of body language
you explain the purpose of Voice of Customer translation
team presentation includes information on innovative customer research methods
team presentation includes a critical analysis of research methods
team presentation includes links between customer research and organizational success
team presentation includes a minimum of one audio-visual technique
team presentation includes main points that are clear and concise
delivery of presentation holds audience attention
you are energetic and enthusiastic
in-class activities include an explanation of the Voice of the Customer Table technique
in-class activities include a complete Voice of the Customer Table for the case study organizations presented in class
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Explore customer satisfaction, loyalty and retention
Assessment Strategies
on a written exam
by completing an analysis of a film
by completing a written assignment
by participating in in-class activities
Criteria
you examine societal factors that impact loyalty and retention
you analyze the relationship between customer satisfaction and loyalty
you explore current literature on customer loyalty
you examine strategies for building customer loyalty
you explain the Kano Model and how it links to customer loyalty
film analysis includes explanation of strategies for building customer loyalty
film analysis includes a summary of techniques used by case study organizations highlighted in the film
written assignment includes a list of statistics on customer loyalty
written assignment includes an explanation of lifetime value of customers
written assignment includes an examination of the role of trust regarding customer loyalty
written assignment includes an explanation of the service recovery model
written assignment includes a personal reflection on your loyalty as a consumer
written assignment includes a summary of societal factors that affect loyalty
in-class activities include an explanation of Kano Model
in-class activities include creating Kano Model for case study discussed in class
in-class activities include the exploration of the relationship between customer satisfaction and loyalty
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Explore links between course topics and real life customer service situations
Assessment Strategies
on a written exam
by participating in a team presentation
Criteria
you explain how customer service strategies can solve a real life problem
you summarize how customer service strategies are applied to a real customer service problem
you explain how customer service strategies contribute to organizational success
team presentation includes team presentation includes the use of course topics to solve customer service problems
team presentation includes links between course topics and organizational success
team presentation includes the use of a minimum of one audio-visual technique
team presentation includes main points that are clear and concise
delivery of presentation holds audience attention
you are energetic and enthusiastic