For Prof. Xavier

Unit 6 [221: Customer Service]

Assignment Details and Rubric

Collin MacGibson, President of On-Time Technology Products just put you in charge of hiring a several new employees and researching new voicemail systems. If you were hiring a receptionist, CSR, virtual assistant, and telemarketer, what essential phone service skills would you look for in your top candidates. Describe a voicemail system you have used that you consider being customer friendly. Describe one that your consider not to be user friendly.

Assignment Checklist:

1. List and describe essential phone skills. 2. Discuss different voice mail systems. 3. Describe the positive and negative aspects of voice mail systems.

Scenario background for this assignment:

On-Time Technology Products (OTTP) sells products relating to time. Their product line consists of a huge assortment of clocks, watches, daytime planner books, and software. Many of their products are unique and innovative. They have been frequently compared to retailers like Sharper Image. Their products are sold in retail stores, the Internet, and catalogs. Their call center is presently in Dayton, Ohio.

Mark MacGibson is the new President for On-Time Technology Products. Mr. MacGibson is a graduate from Kaplan University’s MBA program. Mary Graff has a Bachelor’s degree in Business from Kaplan University and is the supervisor for the Customer Service Representatives. Mr. MacGibson and Ms. Graff’s plans are to take On-Time Technology Products to a new level of exceptional customer service.

Directions for Submitting Your Assignment

Before you submit your assignment, you should save your work on your computer in a location and with a name that you will remember. Make sure your assignment is in a PowerPoint document then, when you are ready, you may submit on the Dropbox page by following these steps.

1. Go to the Dropbox. 2. Click the link that says “Submit an Assignment.” 3. In the “Submit to Basket” menu, select Unit 6: Assignment. 4. In the optional “Comments” field, type any additional information you wish your instructor to

see. 5. Click the button that says “Add Attachments.” 6. Follow the steps listed to complete attaching your file. 7. You will be able to come back to the Dropbox and view your graded work or in the Gradebook

after your instructor evaluates it.

Unit 6 [221: Customer Service] Disclaimer: This assignment may include actual companies and brand names solely for instructional purposes; this exercise is not associated with any such actual company or brand name. All trademarks remain the property of their respective owners.

UNIT 6 Assignment:

Percent Kapla

n Possible Score For This Project: 100 40 Percent Points Points

Content per checklists: Possibl e

possibl

e Earne

d Answer provides correct and complete information demonstrating analysis and critical thinking:

1. List and describe essential phone skills.

2. Discuss different voice mail systems. 3. Describe the positive and negative

aspects of voice mail systems.

80%

10

10

12

80% 32 Writing, spelling, and grammar 20% 8 100% 40 Your Project Score: