Week, TCOs, and Topics | Readings/Class Preparation | Activities/Assignments |
Week 1
TCO 1 Developing Customer Service Attitudes and Values | Chapter 1: Know Why Service Matters | Chapter 1, question 7, page 14 (Reviewing the Facts section) Chapter 1, question 4, page 14 (Applying the Ideas section) Graded Discussion Topics |
Week 2
TCOs 2, 3, 6, 7, & 9 Building Customer Loyalty | Chapter 2: Use Behaviors That Engage Your Customers Chapter 3: Listen to your Customers | Chapter 2, question 8, page 35 (Reviewing the Facts section) Chapter 3, question 3, page 51 (Reviewing the Facts section) You Decide Graded Discussion Topics |
Week 3
TCOs 1, 3, 8, & 13 Communicating with Others | Chapter 4: Use the Telephone Right for Good Service Chapter 5: Use Friendly Websites and Electronic Communication | Case Study Graded Discussion Topics |
Week 4
TCOs 1, 2, 3, & 4 Identifying Customer Issues of Satisfaction & Dissatisfaction | Chapter 6: Recognize and Deal with Customer Turnoffs Chapter 7: Insight into Emerging Trends in Customer Service | Midterm Exam Chapter 6, question 1, page 97 (Reviewing the Facts section) Chapter 6, question 2, page 97 (Reviewing the Facts section) Chapter 7, question 2, page 112 (Reviewing the Facts section) Graded Discussion Topics |
Week 5
TCOs 4, 6, 10, 11, & 12 Customer Feedback and Recovery | Chapter 8: Get Customer Feedback Chapter 9: Recover the Potentially Lost Customer | Chapter 8, question 2, page 129 (Reviewing the Facts section) Chapter 9, question 2, page 146 (Reviewing the Facts section) Review the Customer Relationship Management Tutorial You Decide Graded Discussion Topics |
Week 6
TCOs 4 & 5 Dealing with Customer Expectations | Chapter 10: Exceed Expectations with Value Chapter 11: Exceed Customer Expectation with Information Chapter 12: Exceed Customer Expectations with Convenience and Timing | Case Study Graded Discussion Topics |
Week 7
TCOs 1 & 12 Managing Employees to Give Great Customer Service | Chapter 13: Dealing with Emotional Labor Chapter 14: Get Employees to Give Great Service | Chapter 13, question 1, page 202 (Reviewing the Facts section) Chapter 14, question 2, page 216 (Reviewing the Facts section) You Decide Graded Discussion Topics |
Week 8
All TCOs | Final Exam |
SmartHat
13 years ago
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