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***** YOU MUST READ THIS SYLLABUS CAREFULLY THEN PRINT THIS OUT FOR YOUR FILES *****
Total Course Information and Syllabus
SBS 214 – Small Business Customer Relations #31628
Fall 2014 – 10/20 to 12/12 (FRIDAY END OF CLASS!)
ONLINE
Canvas Class Login: http:/maricopa.instructure.com
PVCC Online Hub: http://www2.pvc.maricopa.edu/online/
Instructor: James Gordon Patterson
E-mail: JGPatterson.Online@pvmail.maricopa.edu
Photography and Faculty Web Page: http://JamesGordonPatterson.com
(If you want to reach me, online is the way to go. If you have a question others would benefit from knowing, post it within Canvas.
Keep in mind - I live on the Internet!)
PVCC Office: J-122
10:15am to 11:30am MTWTh
Office Hours:
Virtual office hours; E-mail me (jgpatterson.online@pvmail.maricopa.edu) with questions after you have re-read the syllabus and
asked other students! I respond normally within 24 hours of your email.
Textbook: Timm, Customer Service. 6/e. ISBN-13: 9780133056259
You may purchase all textbooks and software at the PVCC bookstore OR order online at http://shop.efollett.com/ Or, get the ISBN
numbers of the texts and order from anywhere online! It is far easier to purchase through our bookstore given SAM is a requirement.
Course Objectives:
1. Describe how customer perceptions of a business are formed and identify key strategies for improving customer perception.
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2.
3.
4.
5.
6.
Describe methods to improve customer perceptions and attitudes toward a business.
Identify four reasons why people buy.
Determine strategies for dealing with dissatisfied customers in a business.
Create a plan for retaining customers and developing customer loyalty for your business.
Identify key strategies for improving vendor and supplier relationships for your business.
Internet access and a browser. You can use Chrome, Firefox, or Safari. You can use any ISP (Internet Service Provider) you want.
I suggest you save the following site to your “so you can go to the sites quickly.
Canvas Class Login:
* Student Maricopa E-Mail Policy. Your MEID@maricopa.edu e-mail account is the official form of communication between
PVCC and you. You are responsible for reading college messages and responding accordingly.
What else do I want you to do? I want you to become self-motivated and self-reliant. Instead of giving up or asking me, first try to
figure it out yourself. Re-read the syllabus, the chapter, or look it up on the Internet. Then, ask fellow classmates. Email me
(including your FULL name, course and section number in EVERY email to me) only if you’ve tried everything and everybody else.
I want you to be less reliant on me and more reliant on yourself and your fellow classmates. I also want you to be able to effectively
work together in groups for the group projects. You will also have to be willing to take on learning (for many of you) the new skill of
web page development! Don’t worry; it’s fun and easy. Elementary school kids are posting marvelous web sites. I’m really not
looking for much more than that level.
Who is Jim?
I have a broad academic background. I have degrees and interests in journalism, international relations, instructional technology, business,
and computer information systems. I am also a published author with three books. And I am an avid photographer. I’ve made many
national conference presentations and conducted training for both corporate and military audiences. Prior to coming to Paradise Valley
C.C., I was an education specialist with the U.S. Army’s Military Intelligence School at Fort Huachuca, AZ. In my younger days, I was a
radio reporter and news director for stations in both Michigan and Arizona. Before teaching at PVCC, I taught at the University of
Phoenix, Jackson (MI) Community College (main campus and prison branch... my captive audience!), Pima C.C., and the University of
Arizona. I have a B.A. from the University of Arizona, a M.A. from Eastern Michigan University, a Certificate in Distance Education
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from Thomas Edison State College, an Ed.S. in instructional technology from Valdosta State University, and an M.B.A. from Morehead
State University. I am the campus Faculty Online Learning Coordinator. I am proficient with Mac products like iWeb and iMovie,
Office, and Adobe PhotoShop and Lightroom for editing photos and graphics - see my digital photography site which also links to my
faculty site at http://JamesGordonPatterson.com You will see I have a real passion for photography. I am a member of the National
Association of Photoshop Professionals (NAPP), Wedding and Portrait Photographers International (WPPI), and the American Society for
Media Photographers (ASMP).
Class Procedure, Homework, Absences, etc….
This is online. Online doesn’t mean easier. Online is often HARDER. You must be self-reliant, self-motivated, and a bit of an
independent learner. As an experienced online instructor AND online student, my best advice is LOG ON EVERY DAY! Do a little
each day for this class; otherwise, you will fall hopelessly behind. Believe me. I know. And read the announcements I post for the
course within Canvas for any reminders and changes to assignments. This course is a combination of a little bit of weekly lecture (I
don’t want to bore you or me!), group discussion on my lecture, and any additional work.
Do the reading and homework and hand it in on time. No make-ups and no extra credit. I don’t care what other instructors do,
either. That is my policy. Here’s a quote you will hear me say a million gazillion times: 99% of success is just showing up. Learn to
budget your time and get the material in when it is due. Don’t bother if it is late. Don’t wanna see it. Wouldn’t be prudent (my bad
attempt imitating President #41 – ha ha ha!). Common traits of those who have failed this course includes a failure to turn in
assignments on time, not reading and following directions, and just not showing up. Common traits of those who are successful
include doing work on time and as assigned, working well with their group, being a persistent learner who participates fully, and one
who goes above and beyond what I want.
You will need regular access to a computer and Internet. Whether that is at work, home, or in the PVCC computer lab, it doesn’t
matter. YOU are responsible to turn in the material when it is due.
If you miss something, you are still responsible for it. If you take off for that extended four-week tour of the continent with your
relatives, YOU are still responsible to participate in the class and send in the material ON TIME. I have often gone on vacation AND
kept up with teaching or taking an online course. It is possible. It really isn’t that hard. However, if you must be gone for any length
of time, you might consider retaking the course when you can give your all to it. Make friends in here. I encourage students to learn
from the text, from each other, and maybe even from me. Do not rely on me to re-lecture or re-explain material I have already
covered. It’s hard to participate in class if you aren’t logging in!
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I retain the right to drop you for non-attendance in the discussion area. If you miss more than two weeks, you might get lucky
and I will reduce your grade. More likely, you will be dropped with a “Y” (withdraw failing). It is your responsibility to drop
the class if you no longer wish to attend. I WILL NOT DO THAT FOR YOU!
* On emailing me: Sometimes you might need to email me, whether it is to send a zipped group assignment or ask a question.
ALWAYS include your FULL NAME and section number of your class. For instance, CIS 102 #5571. #5571 is an example of a
section number. If you email me about your group, include your full name and the names of your group members, too!
On plagiarism…. Plagiarism is stealing somebody else’s writing or ideas and not giving him or her proper credit. This is wrong. In
the past, students who have plagiarized have received punishments ranging from failing the assignment in question, failing the course,
all the way to being expelled from the college. Hint: DO YOUR OWN WORK! Don’t cheat. You aren’t the ex-President. Even for
him it was wrong. Learn more about the plagiarism problem from http://www.plagiarism.org/faq.html Also see the Indiana
University’s web page on plagiarism at http://education.indiana.edu/~frick/plagiarism/
It is your responsibility to become familiar with PVCC’s drop/add policy. I do not give students a “W” from my courses for nonparticipation and I do not assign “I’s” or incompletes. If you stop participating in class, you must complete an official withdrawal
form through PVCC or you will receive an “F” for the class. I WILL, however, drop you from Canvas after the second week
of class for non-participation.
In Case Canvas Goes Down
It is rare, but sometimes the server that hosts Canvas crashes. The PVCC Center for Distance Learning is always a good contact.
Unless I instruct you otherwise, do not submit work to me via email. We will all weather the storm and resume when the server is
back up. I do not penalize for late postings if there is a server crash.
How I Evaluate Weekly Discussion Board Postings
For each chapter, you will have to offer thoughtful complete answers as assigned in the correct discussion board. Post these answers
by Friday of each week. You will also include a question for fellow students on each chapter assigned. You will answer another
students question on each chapter by Sunday of that week. For each chapter done thoroughly, you can receive up to 3 points.
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NOTE: One post per week NEVER GETS FULL CREDIT. To post questions and answers and to answer other students questions
takes a few posts per week!
I will evaluate discussion postings based on the following guidelines:
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Post on time. Late postings are not beneficial to the group.
Be concise. Develop your idea in 200 words or less.
Connect your comments to what you are learning in the course.
Reply to other students’ posts. Let them know how useful the post was to you.
Be informative. Go beyond just agreeing or repeating by adding to the conversation.
Bring together or synthesize others’ comments from the discussion.
Illustrate your points with examples.
Relate personal experiences, but be careful not to release confidential information.
Use professional conventions of communication (e.g. etiquette, grammar and word usage).
Base your comments on research from at least one source. Note your sources.
Make sure each answer can stand on its own. In other words, if a reader did not have the questions in front of them, would he
or she understand your answer???
As a bare minimum, you should login to class at least three times a week. To excel in this class, you will want to login at least five
times a week.
DATES
Week One:
10/20 to 10/26
ASSIGNMENTS
Post an Introduction in the discussion board
READ: Chapter 1 Know Why Service Matters
Learning Objectives
After reading this chapter, you should be able to
1. Explain why attracting and keeping loyal customers – people with whom we exchange value –
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2.
3.
4.
5.
6.
7.
8.
is critical to business and personal success.
Describe examples of how customers are identified by various names and include both
external and internal relationships
Explain how customers can become partners through service intimacy and an ongoing
relationship.
Recognize the impact of positive word of mouth in getting and keeping customers.
Calculate the possible impact of lost customers on a business or organization.
Explain six core competencies necessary for service success.
Understand and describe some of the challenges associated with translating slogans and good
intentions into a strategy for better customer service.
Articulate how to get customers beyond mere satisfaction and develop ongoing customer
loyalty.
Go to the discussion page on Canvas and answer the questions I pose over the readings. Also, ask
your own question from each chapter to other students. Answer a student question per chapter.
Discussion questions for Chapter One:
Review how I evaluate postings.
1. Address the following situation:
You have ordered products from an online company. You have never tried their online business
before, although you have used their physical business several times. The business sent you an order
confirmation with a date of expected delivery. The products, however, don’t come. In fact, although
the business guaranteed a one-week delivery time, you don’t receive the products until three weeks
after you ordered them. What would you do? Your attempts to contact the company via email receive
no response.
Focus on three aspects of your response:
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Would you be likely to use that business again?
How likely is it that you would tell other people about your experience?
How would you tell others (word of mouth, online, social networking site, others?)
2. Report on a company you currently work for or have recently worked for. Describe positive and
negative factors that affect employee loyalty. Probe for specifics.
3. What makes you want to return to a business?
 Is a good product by itself sufficient reason to patronize a business?
 Do they find a difference in their expectations of physical businesses from online businesses?
4. Now, ask and answer a student question per chapter.
Week Two:
10/27 to 11/2
READ Chapter 2 Use Behaviors that Engage Your Customers
Learning Objectives
After reading this chapter, you should be able to
1. Distinguish between behaviors (specific actions) and desirable outcomes, goals, or hoped-for
results.
2. Recognize the kinds of behaviors and personality factors that please customers.
3. Apply specific action tips (behaviors) that can convey a positive personality.
4. Recognize and promote organizational behaviors that convey a customer-centered culture.
Discussion Questions for Chapter 2:
1. Businesses that have a distinctive “personality.”
 Do you frequent businesses that stand out with a strong culture?
 What specific factors serve to create this personality? (Remember they may be little things.)
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Would you rather go to a business that has a strong culture or one that feels generic, where
nothing the business does is memorable?
Is the product more important than the personality of the business? (Can you give examples of
each situation?)
2. The concept of “breaking the ice” with customers.
 Do you prefer sales people to greet you and make personal comments to break the ice, or do
you prefer to be left alone while you browse? Why?
 Does that preference change depending on different types of businesses, for example, car
dealerships, electronics stores, and clothing stores? Why?
 In some parts of the United States and other countries, using “Sir” or “Ma’am” is common, as
are the expressions “Please,” “Thank you,” and “You’re welcome.” Do you find these
courtesies strange or do you expect them? If you expect them, are you put off when you don’t
hear them? If you are not accustomed to being called “Sir” or “Ma’am,” does the use bother
you?
3. Being touched when in a store.
 Under what circumstances (if any) do you expect to have a salesperson shake your hand? Pat
you on the back? Put a hand on your back or arm to guide you to see something?
 Do you find that you feel differently depending on the gender of the salesperson? How so?
4. Now, ask and answer a student question per chapter.
READ Chapter 3 Listen to Your Customer (a Big “Little Thing”)
Learning Outcomes
After reading this chapter, you should be able to
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1.
2.
3.
4.
5.
Describe the important distinction between hearing and listening.
Explain internal, environmental, and interactional factors that complicate the listening process.
Assess your own listening skills and set goals for improvement.
Avoid five particularly detrimental behaviors that inhibit effective listening.
Employ four simple, positive approaches to enhance your active listening skills.
Discussion Questions for Chapter Three:
1. You are volunteering at a food and care shelter and you are supposed to be clearing the tables and
wiping them down after a holiday meal. As you approach one table, a man at an adjacent table tugs
on your sleeve. He asks you about refills on his drink, and you respond, then turn back to cleaning the
table you were working on. He continues speaking, and you realize that he wants you to listen. You
have been there for four hours already and you are ready to go home. You wait for a break in his
speech, then you…
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What would you do? Would you take the time to listen to him?
Would you answer his question politely, then try to get out of his proximity so you can finish
your job and go home?
2. What is the difference between hearing and listening?
 Have you ever been in a conversation when you felt the other person “tune out?”
 Have you ever found yourself “taking a vacation” when you were supposed to be paying close
attention?
 Do you find yourself asking other people to repeat themselves frequently?
 What style of speech holds your attention and what numbs your senses?
3. Ask a question of fellow students on this chapter; answer a student question on this chapter!
Review the syllabus for instructions on how I evaluate postings.
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Week Three:
11/3 to 11/9
READ: Chapter 4 Use the Telephone Correctly for Good Service
Learning Objectives
At the end of this chapter, you should be able to
1. Know the benefits and drawbacks of telephone communications.
2. Identify your own telephone use attitudes as well as those of your company.
3. Apply specific action tips for what to do and say when dealing with customers on the phone.
4. Employ specific action tips to better express yourself on the phone.
5. Use specific action tips to be more efficient on the phone.
6. Recognize challenges and opportunities associated with building customer relationships with
call centers.
Discussion Questions for Chapter Four:
1. Discuss your experiences with call centers.
 Have you ever called a customer service line, reservations line, or any other telephone service
that seemed to be staffed by people who didn’t know what they were talking about? Describe
your experience.
 Have you ever been called by a salesperson (even for volunteer services, such as surveys or
charitable organizations) who seemed to be speaking from a script rather than actually
speaking to you? How did that make you feel?
 Have you ever experienced talking with a business representative on the phone whose accent
you were unable to understand? What happened?
 What is your reaction when you encounter these kinds of situations?
2. What are your attitudes about electronic communication.
 Do you prefer telephone use or text messaging?
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How do you feel about telephone calls that are not from friends? Would you rather the caller
use email or find another way to contact you?
Do you find that you tend to speak on the phone as you do in person, or do your mannerisms
change to accommodate the difference in communication mediums? Give examples.
Have you ever had a misunderstanding because of the lack of visual in telephone
conversations?
How do you think your telephone mannerisms would change if all calls had a camera attached
so you could see and be seen during conversations?
3. List your pet peeves with telephone communication in business.
4. Now, ask a question to fellow students on the chapter material. Answer another student question
on the material.
READ: Chapter 5 Use Friendly Web Sites and Electronic Communication
Learning Objectives
After reading this chapter, you should be able to
1.
2.
3.
4.
Describe the importance of Web-based customer service.
Acknowledge the cost advantages of “Webifying” customer service
Recognize key disadvantages of e-service
Identify some tools and approaches organizations can use to make the most of the service
potential of the Web.
5. Apply five action tips for avoiding e-service problems.
6. Utilize five action tips for evaluating and growing your e-service effectiveness.
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Discussion Questions for Chapter Five:
1. Your experiences with Web-based businesses.
 How many have bought anything over the Internet?
 How many have dealt with customer service over the Internet?
 How many have accessed FAQs, web chat, blogs, email customer responses, or any other sort
of online help systems?
 Ask students if any have experience creating a website for a business.
2. Discuss the advantages and disadvantages of web-based services.
 Do you prefer a live person when you have a question?
 Do you prefer accessing information on your timetable rather than having to call during
business hours?
 What do you see as drawbacks in a business that does all of its customer support either on the
phone or over the Internet?
 What do you see as advantages of the Internet for you, as a customer?
 What is your ideal version of the combination of telephone and Internet?
3. Discuss the “norms” of “net-geners” discussed in the chapter.
 How important is each norm to individual class members?
 Ask students to give examples of each norm they have seen fulfilled (or unfulfilled) via a
business they deal with.
 Discuss whether or not these norms are realistic and attainable for most businesses.
4.
Discuss your favorite websites and why they like them.
5. Ask a question of students on the material; answer a student question on the material!
Review the syllabus for instructions on how I evaluate postings.
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Week Four:
11/10 to 11/16
READ Chapter 6 Recognize and Deal with Customer Turnoffs
Learning Objectives
After reading this chapter you should be able to
1. Sharpen your insight into the pet peeves customers have about poor service.
2. Categorize customer turnoffs as stemming from value, systems or people problems.
3. Understand that reducing customer turnoffs may be the best form of advertising.
4. Appreciate how great value arises from moving people beyond satisfaction in their “zone of
indifference” into the category of loyal customer.
Discussion Questions on Chapter Six:
1. Respond to the case: The Auto Inspection Center
2. Respond to the case: Mac’s Stack it Deep, Sell it Cheap
3. Ask a question about the chapter to fellow students; answer a student question on the chapter.
Review how I evaluate postings!
READ Chapter 7 Insight into Emerging Trends in Customer Service
Learning Objectives
After reading this chapter, you should be able to
1. Explain how, in addition to insights into what may turn your customers off, you need insight
about how customer expectations are changing.
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2.
3.
4.
5.
6.
Better understand the importance of personalization, or “one-to-one” customer service.
Recognize some of the social and economic shifts impacting customer service for the future.
Apply some of the new interactivity options for marketing to individual customers.
Recognize that some important aspects of customer service will remain consistent.
Consider some new interactive marketing options.
Discussion Questions for Chapter Seven:
1. You work for your college bookstore, which sells clothes, books, computers, snacks, school
supplies, and college memorabilia. You are responsible for tailoring your advertising to attract your
customer base. But your boss also wants you to build customer loyalty and repeat business. Which of
the following methods do you think will best suit your target audience of college students, their
families, and alumni?
 Shopping discount cards
 Internet ads or e-mail flyers
 Flyers that go in regular mail
 Shopper assistance service (someone to help find merchandise in the store)
 Free delivery
 Other methods that you can think of?
2. Respond to Consider this Case: Back from the Future
3. Ask a question of students on the chapter; answer a student question on the chapter.
Review how I evaluate postings!
Week Five:
11/17 to 11/23
Chapter 8 Get Customer Feedback
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Learning Objectives
After reading this chapter, you should be able to
1. Validate why feedback is so important.
2. Understand that feedback receptiveness is a crucial characteristic of successful people and
companies.
3. Identify the varying levels of importance that companies place on customer feedback.
4. Recognize seven ways feedback cards can lose their effectiveness.
5. Calculate a “Net Promoter Score” and explain why this is an important feedback tool.
6. Apply behaviors that reinforce rather than challenge customer feedback.
7. Act on complaints in productive ways.
8. Apply four ways to proactively seek out feedback information.
Discussion Questions for Chapter Eight:
1. You work for a graphic designer, creating print ads, logos, and business cards. You have been
working with one client for six months and although he was happy with the logo you originally
designed for his business, suddenly he says that it isn’t hitting exactly what he wanted. He is having a
hard time articulating his vision, and everything you show him just increases his frustration. You
know the only way to satisfy him is to get him to tell you what isn’t working and how he sees it, but
so far you are having no luck. What can you say to him to help him understand that you realize he is
frustrated and you only want to help?
2. Respond to: Consider this Case: The Disgusting Restaurant
3. Ask a question of fellow students from this chapter; answer a student question on this chapter.
Review how I evaluate postings!
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READ Chapter 9: Recover the Potentially Lost Customer
Objectives
1.
2.
3.
4.
5.
6.
Understand the case for customer recovery.
Maintain Healthy Attitudes about Customer Recovery.
Apply techniques that develop your customer recovery skills.
Handle a nasty complaint letter or email.
Develop skills to convey the appropriate tone when dealing with customers.
Understand the distinction between assertive and aggressive behavior.
Discussion Questions for Chapter Nine:
1. Discuss defection interviews in both customer and employee scenarios:
 Why do you care about the reasons for a customer’s discontinuing business with your
company?
 Why do you care about the reasons an employee leaves your company?
 How could you apply information from such interviews to build better loyalty
2. Discuss the “the customer is always right” attitude.
 As a customer, do you believe that you are always right and that companies should cater to
what you want to have?
 As an employee, what do you do when you believe the customer is right, but the company
leaves you no option to assist the customer?
 As the management of a business, what can you do to empower your employees to help
customers, but prevent them from “giving away the farm?”
3. Discuss the differences between abrasive/aggressive and assertive personalities.
 How is being critical of others or superior about yourself different from having respect for
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yourself and your abilities?
Is having respect for your own abilities different from believing you are more competent than
others? How so?
How is looking for a win-win situation different from manipulating people into doing
something you want them to do? Site some examples from your experience.
4. Ask fellow students a question on the material in this chapter; answer a student question on the
material in this chapter.
Review how I evaluate postings!
Week Six:
11/24 to 11/30
READ Chapter 10: Exceed Customer Expectations with Value
Objectives
1. Define what constitutes A-Plus in the minds of customers.
2. Understand intrinsic and associated value which can affect a customer’s loyalty to you or your
company.
3. Apply seven categories of actions to enhance the customer’s perception of value.
Discussion Questions for Chapter Ten:
1. Respond to Consider this Case: Big Companies Buy Small Brands with Big Values
2. Respond to Customer Engagement Builds Value
3. Ask a question of students based on the chapter reading; answer a student question on the
chapter reading.
Review how I evaluate postings!
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READ Chapter 11 Exceeding Customers Expectations with Information
Learning Objectives
After reading this chapter, you should be able to
1.
2.
3.
4.
5.
6.
7.
8.
Understand the nature of A-plus information and how it relates to customer loyalty.
Know five ways of producing A-plus information.
Recognize informational barriers to customer entry in e-commerce.
Select Informational media carefully.
Use techniques to enhance message clarity.
Create and support user groups.
Pay special attention to A-plus information in e-commerce.
Evaluate your A-plus information efforts with communication audits.
Discussion Questions for Chapter Eleven:
1. Suggest ways to improve the following message to enhance the likelihood of the customer having
an A-plus Information experience:
Thank you for contacting us about your problem with your new desktop system. As you mentioned, the
DVDR drive appears to be malfunctioning. We have spoken with our service tech and he says that the
warranty does not cover after-market add-ons, and since you did not purchase that part from us, there
is nothing we can do about the difficulty. Please contact the manufacturer of the drive you purchased
or the company that installed it.
2. Address the following situation:
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You have just started working for a company that manufactures and sells high-end cooking ware.
You want to find a way to enhance your customers’ perception of the products and give them great
ways to use the cookware. You know that if they get excited about the cookware, they will tell their
friends and your sales will improve. What creative, and inexpensive, ways can you imagine to give
information about cookware to your customers? Describe in detail, your best ideas (applying
principles for the chapter).
3. Respond to Consider this Case: Bumble and bumble Exceed Expectations with School for Stylists.
4. Ask students a question of your own on the reading; answer a student question on the reading.
Week Seven:
12/1 to 12/7
READ Chapter 12: Exceed Customer Expectations with Convenience and Timing
Objectives
1.
2.
3.
4.
Understand what is meant by A-plus convenience.
Know how to produce A-plus convenience for customers.
Understand and consider the use of virtual waiting techniques.
Learn how to make things easier for customers.
Discussion Questions for Chapter Twelve:
1. Answer:
 What experiences have you had with the online shopping systems that take the place of
traditional shopping systems, such as the grocery sites that deliver your groceries directly to
your door?
 When was the last time you found something that was done in less time than promised? How
did this make you feel as a customer?
 When was the last time you experienced convenience that was better than you expected?
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As an employee, how often do you feel you over-deliver for the customer? Give examples.
2. Ask students a question about the material in the chapter; answer a student question on the
material.
READ Chapter 13 Influencing Others to Give Great Service
Learning Outcomes
After reading this chapter, you should be able to
1. Acknowledge the need for constant change and recognize that such change is difficult.
2. Articulate a clear vision for customer service in your organization.
3. Organize processes, people, and responses to achieve the vision.
4. Lead and motivate employees
5. Create and sustain an effective work culture.
6. Acknowledge that customer service work can be stressful and that we pay a price for
performing “emotional labor.”
7. Identify and use six sources of influence in bringing about change and service improvement.
8. Continuously harvest A-plus ideas.
9. Empower and engage employees in important activities and decisions.
10. Tie the reward system to appropriate actions.
Discussion Questions Over Chapter Thirteen:
1. Discuss company vision statements.

Have you ever worked for a company that had a vision statement? Can you recite or describe
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

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it?
Have you ever visited a business that had a vision statement displayed for customers to see?
What would you expect of a company that had a vision statement prominently displayed?
If you knew a company had a vision statement, would you expect all employees to know the
statement by heart?
How do you think learning your company’s vision statement would affect you, as an
employee?
2. Think about their your most frustrating job experience.



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What caused the job frustration: an unhappy customer? A demanding boss? An unreasonable
coworker? Other?
Did you have sufficient power to do anything to resolve the situation?
Did you try to resolve the situation?
What could your boss have done to help you find a better solution if the problem reoccurred?
3. Ask a question over chapter thirteen for students; answer a student question about chapter
thirteen.
Week Eight:
12/8 to 12/12
FRIDAY
CLASS ENDS!
Final Paper
Objectives
1. Write a focused and limited five page paper on customer service using APA style.
2. Pick a topic suggested by the textbook.
3. Post the paper under ASSIGNMENTS and in the week eight discussion board for other
students to see and comment on!
Your paper is worth up to 22 points.
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Assignments and grading:
Discussion Questions: Each successfully completed discussion posting for every chapter is worth up to six points (13 chapters x 6
points = 78 points total). REVIEW carefully how and what you post for each chapter in each week. ONE POST PER WEEK
NEVER GETS FULL CREDIT. For each chapter, you will ALSO ask a question to fellow students on the material and ANSWER a
student question on the material!
Final Paper: Write a five-page paper (not including the reference page) using APA style (go to the library or search the Internet for
examples of APA). Select a topic you can research suggested by one of the subjects in the text. Use at least FIVE sources, NOT
including the textbook as a source.
90 to 100 = A
80 to 89 = B
70 to 79 = C
60 to 69 = D
< 60 = F
I will Periodically Update Your Grades in the Online Gradebook
NOTE: By accepting this syllabus, you understand the grading, assignment, and attendance policies I have for this class. This syllabus is subject to change, but
I will announce the change in advance. You also agree to follow the section on campus computer technology (p. C-27) located in the Student Rights and
Responsibilities in the student handbook.
Students with disabilities who believe that they may need accommodations in this class are encouraged to contact Disability Resource Center, KSCBuilding –119, 602-787-7170.
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