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

RESEARCH: Review relevant research links.

ASSIGNMENT 6 (worth 5 points):  In a meeting or in an informal gathering (e.g., group project)  propose a change. Listen carefully to what each person has to say. Describe how each person initiates, responds, or prevents in each mode:: FF, FT, QS, or IM.  Provide specific examples. For information about the Kolbe Concept ™,  visit the Kolbe Web site. Send your response via Vista's private e-mail function.

QUIZ 6 (worth 10 points): This is found in Vista under quizzes, which is listed on the left menu bar.