MCS100
 Managing Customer Service

Class:
Module 3		 Syllabus Vista Instructor Help Home

Action Plan

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 3, Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service by Collins & Collins (2003).


RESEARCH: Review relevant research links.


ACTIVITY: How resilient are you? Take the following resiliency quiz.


ASSIGNMENT 3 (worth 5 points): A. Is your organization suffering from CSS? Why or why not? B. When addressing employees, how positive are your messages? Give examples. How do you feel when your boss communicates a negative message? Send your responses via Vista's private e-mail function.


QUIZ 3 (worth 10 points): This is found in Vista under quizzes, which is listed on the left menu bar.

Once you have completed the activities in this module, proceed to Module 4.

MCS 100 - Managing Customer Service

Send E-mail to Galen Collins at Galen.Collins@nau.edu
or call (928)523-7333