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.)

6/23/08 Feedback for CIS102

Do you have any suggestions to improve this course? Feel free to critique the course and provide any relevant feedback.

6/16/2008 Comment on short video or class content

Comment on anything of interest from today's class. If video didn't interest you, post about anything you learned today.

Communicating thoughout different culures

Critique the short film, please. Did you learn anything you didn't already know?

Welcome to Customer Service (term 5)

At work we typically interact with both internal and external customers. Do you like working with customers? Do you feel you work well with difficult customers? Do you have any particular coping mechanisms in place that enable you to deal effectively with difficult or perhaps even irate customers?

BTW, we hope to share some of these experiences in the classroom via some of our current events. So in the place of an actual current event we would like you to describe the scenario with the customer (or if you were the customer) and how the situation was handled. If you have any suggestions on how the service provider could have improved their services we'd like to hear about that; as well.

Winning Telephone Skills

Post one interesting fact pertaining to winning telephone skills.

Thoughts about dealing with customers

Are you effective communicator? Can you deal effectively with emothional customers? Please share effective techniques that you've utilized in dealing with difficult customers.

Welcome to Customer Service

Please post any concerns or comments here please concerning customer service class. Do you have any customer service related videos you'd like to show the class? Do you have any suggestions or concerns? In other words, post whatever comments you may have concerning this class.

Discuss the pros of VRUs

Post responses to project 3-2.(list advantages and disadvantages) of VRUs)

Critique film, 'Communicating Between Cultures"

Did you learn anything from this film? If so what? Critique film, please.

Welcome to Customer Service

What are your expectations of the course? Do you have what it takes to work with external customers?

1/22/08 Staying calm while handling difficult customers

Please post techniques you utilize to calm yourself when facing a difficult situation. (If you work with customers consider how you effectively deal with difficult customer situations.) See Project 5-8, page 198.

Welcome to CIS102

Please post about your work experience in customer service. Do you like working with external customers? Could you picture yourself working in a help desk setting?