WELCOME TO UNIT 1

Tonight’s Agenda

Tonight I am going to review the following topics with you:

•The syllabus,

• the expectations for the course,

•we will define customer service, relationships, theories and definitions in customer service

Office Hours

My office hours are conducted through AOL Instant Messenger (www.aim.com). The days and times are as follows:

 

Thursdays 6-8 p.m EST.

 

My AIM address is nowaldron

My email address is – nwaldron@kaplan.edu

Let’s Review: Course Element Overview

Element % overall grade

• Discussion response 36%

• Assignments 51%

• Reviews 8%–Writing Assignment 5%

Extra Credit is not offered

Text

Your Textbook

Title: The World of Customer Service, 2e

Author(s): Pattie Gibson-Odgers

Publisher: South-Western CENGAGE LEARNING

ISBN: 13-978-0-538-73046-4

10: 0-538-73046-3

Let’s Review: Working with the assignments

• Start with the readings from the Unit

• Proof, proof, proof – grammar and spelling matters. Using APA is recommended. See syllabus.

• Apply the concepts and language of the course

• Answer all the questions in terms of the key concepts of that unit

• Additional research may be used. For example, if you are working with a video and wish to examine websites as well, that can only enhance your work.

• Be thorough, especially when examining the website

• If something is confusing, check with your professor

Let’s Review: Discussions

• Opportunity to clarify

• Work with material

• Ask questions

• Get help from instructor and classmates

• Exchange ideas

• Get feedback

• And they are fun!

Let’s Review: How to do well in discussions

• Pay attention to the rubric in your syllabus

• Post early

• Respond to at least two classmates

• Apply the language and concepts from your readings in your responses

• Interpret your own knowledge in terms of the course – personal experience is great, but apply your reading to it

• Check out the key terms at the end of each unit – try to incorporate them

• Use web based research where appropriate to make a point

• Use material from previous units to link concepts

• Be thoughtful, thorough, and substantive

• Check frequently to see if anyone has asked questions

• Anytime you are at your computer, and have a couple of minutes, drop in!

Let’s Review: Reviews

• Multiple choice quizzes

• Unit 5 and 8

• Think the question through

• Retake the quizzes as necessary

Let’s Review: Deadlines

• All units close midnight EST on Tuesdays

• If you are having a difficulty getting work in- Contact me BEFORE the deadline.

• Discussion threads will be closed at that time and cannot be handed in late. Plan appropriately.

• All unit reviews and projects are also due at that time

• See the syllabus for late policies for projects

1-7 calendar days late = 20% penalty

8-14 calendar days late = 30% penalty

more than 14 days = automatic zero

Let’s Review: Seminars

• Fun and helpful

• Rewarding part of the online experience.

• Opportunity to ask questions

• Opportunity to interact with classmates

• Day and time, as well as link to seminar room, will be posted by the instructor in the Announcements

• You can review the recording (which will be posted as a link in an Announcement) if you are unable to attend

Course Description

• Course Description - In this course, students will learn how companies can develop customer loyalty and address personalized customer needs. Students will apply concepts learned to real world scenarios and learn how to recapture previous customers and acquire new ones through effective relationship-building strategies. On-line communications tools and call center strategies will also be examined.

Question

How would you define customer service?

Customer Service

• The process of satisfying a customer, relative to a product or service, in whatever way the customer defines his or her need (Odgers, 2008)

• Anything we do for the customer that enhances the customer experience (Harris, 2007)

• Examples

Question

So why do you think excellent customer service is so rare?

Customer Satisfaction

• The customer’s overall feeling of contentment with a customer interaction (Harris, 2007)

• The state of mind that customers have about a company and its products or services when their expectations have been met or exceeded.

• 3 types of customer satisfaction – Satisfaction, Dissatisfaction, over joy and wow

Cost of Losing a Customer

• Lifetime customer worth

Are all customers create equal?

• Yes

• No

• Why?

• Why not?

• Tiered Service System

Relationships

• The relationship era

What does exceptional customer service mean to

you?

1. The product or service was delivered in the manner I expected.

2. I got some money back or a credit on my account without any hassles.

3. I’ve never experienced exceptional customer service.

4. My expectations of the company were exceeded by the service I received.

Think about the last time you went out to eat somewhere other than a fast-food restaurant.

What do you remember most about the experience—the food or the service?

• Food

• Service

• Both

• Neither

Any Questions?

Thank you for attending!

See you next week!

Instructor will post the link to the recording of tonight’s seminar in the course Announcements.