case studies 9/23/08

Describe any effective techniques/tools observed in providing excellent customer service.

Welcome to CIS102 term 200809

AS you know, each one of us will need to work well with customers; whether they be internal (co-workers) or external customers. What experience do you have working with customers? Do you possess excellent customer service skills? How effective are you in dealing with difficult customer situations?

Anyone interested in a job or career in technical support? (Interesting enough, there are many job opportunities in this area.)

Write a paragraph summarizing findings: (8/18/08)

http://www.businessknowhow.com/marketing/telephone-skills.htm

or
http://www.moneyinstructor.com/lesson/telephoneskills.asp

Welcome to CIS102 (Term 7)

AS you know, each one of us will need to work well with customers; whether they be internal (co-workers) or external customers. What experience do you have working with customers? Do you possess excellent customer service skills? How effective are you in dealing with difficult customer situations?

Anyone interested in a job or career in technical support? (Interesting enough, there are many job opportunities in this area.)

Project 5-2 OR 5-3, page 195, 7/22/08

Discuss here situations that cause frustration or anger. As technology users discuss top five situations that cause frustration or perhaps, anger. (see questions posed)

or

Discuss a difficult customer situattion as a service provider in the workplace. (Answer questions posed.)

Basically, Project 3-7, "Pay Attention When You Are The Customer"

Please note an example whereby you were the customer and experienced a great deal of frustration over how a call was handled. Please recap that experience here.

Compare perceptions and expectations page 45, 1-5

Describe a situation where your perception of an event was different from what you expected. (For example the result of a particular purchase or even a vacation.)