MCS100
 Managing Customer Service

Class:
Module 5		 Syllabus Vista Instructor Help Home

Build Employee Allegiance

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


RESEARCH: Review relevant research links.


ACTIVITY: Have your employees complete the questionnaire designed by Walker and Smither (1999). The purpose of the questionnaire is to assess management's ability to create an effective, productive, and employee-friendly work environment.


ASSIGNMENT 5 (worth 5 points): Assess your current or past employer's job preview and orientation. What changes would you make and for what reason? Send your responses via Vista's private e-mail function.


QUIZ 5 (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 6.

MCS 100 - Managing Customer Service

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