Customer Service Management  

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                                        Course Information and Schedule                                             

Syllabus - Spring 2012

                                               Assignment Information                                                     

Assignment Listing - Spring 2012

                                               Other Information                                                 

Unit 1 PowerPoint - Instructor overview (Role of manager)

Textbook Powerpoint - Chapter 1

Unit 2 PowerPoints:

Textbook PowerPoint - Chapter 2

Unit 3 Powerpoints:

Textbook PowerPoint - Chapter 6

Instructor amendments PowerPoint - Chapter 6

Unit 4 PowerPoints

Textbook PowerPoint - Chapter 8

Instructor PowerPoint - Chapter 8

Unit 5 PowerPoints

Textbook PowerPoint - Chapter 10

Textbook PowerPoint - Chapter 11

Textbook PowerPoint - Chapter 12

Instructor PowerPoint - Chapter 10-12

Unit 6 PowerPoints

Textbook PowerPoint - Chapter 9

Instructor PowerPoint - Chapter 9

Unit 7 PowerPoint

Instructor PowerPoint - Training Unit

Lesson Plan Template

Worksheet for developing training objectives

Helpful Resources:

Sample Customer Service Plan - NIH

Creating an Effective Customer Serice Plan

"How To" Guide for creating a customer service plan

e-Small Office Ideas on creating a customer service plan

Effective communication ideas

Mission and vision Statement information

Writing a mission statement - BusPlans.com

Mission Statement information - wisc online

Sample Company Mission Statements - Mission statements.com

Sample mission statements and worksheet from class

Sample vision statements

How to write a vision statement - Iowa State University Extension

Sample Strategic goal and plans

Montgomery County example

Bureau of Occupational Licenses-Idaho

Sample customer service plan

JAL Customer Service Plan

Aberdeenshire Customer Service Strategy and Plan

Customer Service Philosophy examples

Policies and Procedures

UCSC Guide to writing policies and procedures

Internal customer satisfaction ideas

Incentive Plan Information

HR.Com information

HR Magazine article on pay plans that reward employee achievement

Salary Sage Advice - Blogged information

Salary information:

Salary.com

Wisconsin Job Center - links to salary information

Bureau of Labor Statistics - Occupational Outlook Handbook

links for mystery shopper information

·         usage and value of mystery shopping as a tool to assess the quality of service.

·         http://www.customerservicemanager.com/should-i-have-my-company-mystery-shopped.htm

·        what a mystery shopper is expected to do.

http://www.mysteryshopperservices.com/section.asp/csasp/DepartmentID.31/cs/SectionID.65/csasp.html

Training:

Lesson Plan Template

Example of Completed Lesson Plan

Handout for developing objectives