MCS100 |
Class: Module 6 |
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 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.
Send E-mail to Galen Collins at Galen.Collins@nau.edu
or call (928)523-7333