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Customer Service / Unit 3: Customer Service Skillsets
« Last post by Steve Van Hook on September 08, 2013, 02:30:26 PM »

Please Complete Unit 3 of the Customer Service Course

TASK ASSIGNMENT - UNIT 3: CUSTOMER SERVICE SKILLSETS

The Unit 3 task materials above will help you to:

<> Explain essential customer service skills using the telephone, email, and Internet;
<> Outline methods for effective time management; and
<> Propose tactics for productive teamwork.

After completing Unit 3 Task Assignment in the Customer Service Course, please post on these discussion topics:

  • When talking on the telephone, what techniques have you found useful? What might you do differently based on this unitís readings?   
  • When communicating over the computer, what tactics have you found useful? What might you add to those based on this unitís readings?
  • What are your own most effective ways of managing your time? What tips from this unit might help you do it better?
  • Have you ever worked on a team project, either at work, on the job, or just a family task? How did it go? What might you suggest?

Feel free to start your own topics and respond to those of other students.

NEXT: UNIT 4: CUSTOMER SERVICE CAREERS
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Customer Service / Unit 2: Customer Service Duties
« Last post by Steve Van Hook on September 08, 2013, 02:26:51 PM »

TASK ASSIGNMENT - UNIT 2: CUSTOMER SERVICE DUTIES

The Unit 2 task materials above will help you to:

<> Demonstrate professionalism in difficult situations;
<> Describe methods for dealing with challenging customers; and
<> Identify tactics for dealing with culturally diverse customers.

After completing Unit 2 Task Assignment in the Customer Service Course, please post on these discussion topics:

  • What are some examples of problems you or someone you know may have had with a company based on a faulty product or service? How did it get resolved?   
  • Consider a situation where you had to deal with an angry person. How did you handle it? What might you have done differently using some of the methods described in this unit?
  • What sorts of diversity do you find in your immediate environment of family, friends, work, school, groups, and so on? How do you best interact with the differences in cultural backgrounds and behaviors?

Feel free to start your own topics and respond to those of other students.

NEXT: UNIT 3: CUSTOMER SERVICE SKILLSETS
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Customer Service / Unit 1: The Customer Service Workplace
« Last post by Steve Van Hook on September 08, 2013, 02:02:50 PM »

TASK ASSIGNMENT - UNIT 1: THE CUSTOMER SERVICE WORKPLACE

The Unit 1 task materials above will help you to:

<> Describe the customer service workplace and duties;
<> Illustrate proper attitudes for effective customer service;
<> Understand customersí needs and wants; and
<> Identify verbal and non-verbal communication tactics.

After completing Unit 1 Task Assignment in the Customer Service Course, please post on these discussion topics:

  • What sort of customer service job might you like to find? Would you prefer working in a face-to-face situation, or through a remote customer service center? What industry would you like to work in?
  • Describe an interaction youíve been involved with Ė either personal or professional. What steps did you take to make a favorable impression? How might you use the lessons from this unit to make even better impressions?
  • As a customer, what needs and wants do you hope to have fulfilled by customer service providers? Do they match those covered in this unit?

Feel free to start your own topics and respond to those of other students.

NEXT: UNIT 2: CUSTOMER SERVICE DUTIES
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Customer Service / Customer Service: Course Introduction
« Last post by Steve Van Hook on September 08, 2013, 01:59:22 PM »
Welcome!

    This free course serves as an introduction to skills and jobs in customer service.
    Be sure to watch the accompanying videos illustrating useful concepts.
    Upon successful completion of this course, the student will be able to:

UNIT 1: THE CUSTOMER SERVICE WORKPLACE
> Describe the customer service workplace and duties;
> Illustrate means to create favorable first impressions;
> Understand customersí needs and wants; and
> Identify verbal and non-verbal communication tactics.

UNIT 2: CUSTOMER SERVICE DUTIES
> Demonstrate professionalism in difficult situations;
> Describe methods for dealing with challenging customers; and
> Identify tactics for dealing with culturally diverse customers.

UNIT 3: CUSTOMER SERVICE SKILLSETS
> Explain essential customer service skills using the telephone, email, and Internet;
> Outline methods for effective time management; and
> Propose tactics for productive teamwork.

UNIT 4: CUSTOMER SERVICE CAREER RESOURCES
> Learn tips for starting a career in customer service;
> Find templates for drafting a resume and cover letter;
> Save a bibliography of useful reference books.

For more information on this free course through Saylor University, visit Saylor.org

NEXT: UNIT 1: THE CUSTOMER SERVICE WORKPLACE
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Marketing Fundamentals / Marketing Fundamentals Course Description
« Last post by Steve Van Hook on November 20, 2012, 08:34:11 PM »
Please note: This discussion forum is for demonstration purposes only. If you are a student in the course, you need to "log-in" or activate your access by clicking the "register" button at the top of this screen.
 
This Marketing Fundamentals course provides the theory, strategies, and tactics of contemporary marketing applied to cases ranging from the local to the global marketplace.
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Global Issues / Global Issues Course Description
« Last post by Steve Van Hook on November 20, 2012, 08:32:01 PM »
Please note: This discussion forum is for demonstration purposes only. If you are a student in the course, you need to log-in or activate your access by clicking the "register" button at the top of this screen.
 
This course provides a practical consideration of some of the most salient issues impacting the world today, including global business and economics, cross-cultural relations, international conflicts, current events, technological developments, worldwide organizations, planetary evolution and systems theory, etc. Students will investigate topics through a combination of interactive classroom lectures and discussion, multimedia presentations, online resources and exercises.
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Sample Course Discussion (Global Economics) / Re: Week 1 Discussions
« Last post by Steve Van Hook on November 20, 2012, 08:29:43 PM »
> What are some of the most important issues facing us today in the world's economies?

I think one of the biggest problems in the global economy is how well different systems may interact with each other. Especially formerly communist countries that are trying to adapt to a capitalist way of living.

- Natasha
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Sample Course Discussion (Global Economics) / Re: Week 1 Discussions
« Last post by Steve Van Hook on November 20, 2012, 08:29:19 PM »
> How does international trade impact your life?
 
International trade is very important to me since I like to drive a Fiat, and my favorite food is imported caviar. My life would not be as happy if I was not able to get those products in the United States through international trade.

- Fred
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Sample Course Discussion (Global Economics) / Week 1 Discussions
« Last post by Steve Van Hook on November 20, 2012, 08:22:50 PM »
Please note: This discussion forum is for demonstration purposes only. If you are a student in the course, you need to "log-in" or activate your access by clicking the "register" button at the top of this screen.

Week 1 Discussion
 

Each week I'll post some discussion items for you to review. Please select one of the discussion topics below and post your response. You can rely on the textbook for ideas, but please post your own thoughts on the issue.

Once you're done, please post a reply to at least one of your classmates' postings.
 
Discussion Topics:

    > What kinds of social interactions might be considered through the study of economics?
     
    > What are some of the most important issues facing us today in the world's economies?
     
    > How does international trade impact your life?
     
    > Please comment on any of the readings assigned for this week.

Return to the Global Economies course homepage: http://courses.wwmr.us
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Sample Course Discussion (Global Economics) / Re: Steve's Introduction
« Last post by Steve Van Hook on November 20, 2012, 08:21:31 PM »
My name is Steve Van Hook, and I'll be your instructor for this course.

I've worked the last 20 or so years in management, economic development, education, and communications -- in corporate, government, news media, and international posts. About half of those years have been spent with television & public education projects in Russia and Ukraine.

I have a PhD in Education, an MA in Business Communications, and a BA in Journalism. I teach marketing, global management, communications, and economics courses for UCSB, UCLA, California Lutheran University, and elsewhere.

You can find more about me in my Instructor listing on the class homepage at http://ucsb.wwmr.us

I look forward to working with you throughout the course.

Steve
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