To successfully complete this module, please complete the following activities in the order shown. You can complete the activities at your own pace.

TEXTBOOK READING: Chapter 2, Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service by Collins & Collins (2003).

RESEARCH: Review relevant research links.

ASSIGNMENT 2 (worth 5 points): Take the the following Emotional Intelligence (EI) test. What did you learn from this test? How would you characterize the EI skills of frontline employees at your current or past place of employment? Send your responses via Vista's private e-mail function.

QUIZ 2 (worth 10 points): This is found in Vista under quizzes, which is listed on the left menu bar.