MCS100 |
Class: Module 3 |
Syllabus | Vista | Instructor | Help | Home |
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.
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.
Send E-mail to Galen Collins at Galen.Collins@nau.edu
or call (928)523-7333