Minding Your Own Business: Practice Essential Workplace Skills
1. Find and cite relevant sources of information to analyze these customer service and conflict resolution challenges.
2. List principles for effective customer services and conflict resolution skills.
3. List factors that influence customer service and conflict situations at work.
4. Apply several proven strategies to each challenge and describe effects.
5. Write results and share with instructor for feedback.
6. Submit all three written reports by the deadline dates for three hours of credit.
1. The Customer Service Zone link will take you to a site with sections on the following:
-Dealing with Difficult, Angry and Just Plain Rude Customers
-Summary of 12 Most Important Principles When Dealing with Angry or Abusive Customers
-Social Media and Customer Service
-Customer Service FAQ's
-New for 2012(free articles)
-Conflict Management Resolution and Help Center (all links)
-Short online videos focusing on effective customer service scenarios. Recommended are "Johnny The Bagger" and "Top 6 Ways to Defuse An Angry Customer"
2. College libraries, Bookstores and resources at the Career Centers.
3. Talk with your coworkers and supervisors seeking advice.
4. Find and browse any relevant online resource that is free.
5. Human Relations workshops or courses you have attended.
6. Work Experience seminars or activities that offer useful perspective.
7. Forbes - May 7, 2012 "How to Mangage a Micromanger" (Personal Finance)
8. Perfect Phrases for Conflict Resolution, (Polsky/Gerschel), 2011
9. Perfect Phrases for Customer Service, (Robert Bacal), 2011
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Distance Education office at Santa Rosa Junior College, Santa Rosa, CA USA
Last updated: 14:54 on 24 September 2012
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