Customer Service

CSS145ExternshipJournalEntry4.docx

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CSS145 Case Studies in Customer Service: Externship Journal Entry #4

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Instructions for Journal Entries:

Part I: Describe a key event, decision, responsibility, challenge, or issue that occurred during your work week at your externship that you had some involvement with. You can talk about customer successes, how you may have dealt with a difficult situation, interactions with your co-workers and supervisor, success stories, highs and lows, problems and concerns. Provide at least one example of something you have learned or became better at doing over the course of the week.

Part II: Write a response to the discussion questions below.

Feedback

· Describe a time when you gave or received positive verbal feedback at your externship from either a customer or your supervisor.

· Reference Chapter 4, pages 131-139, and list three strategies you can use to communicate verbally or non-verbally with your customers.

IMPORTANT: Please provide as much detail as possible. You will not be given credit if your answers are incomplete. You should make it a point throughout your work week to take notes so that it will be easier for you to write your journal entries.

Submit both Part 1 and Part 2 of your journal entry to the Externship Journal Entry 4 Dropbox folder in D2L.