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科目名 Communication in Customer Relations  Theme Studies
担当教員 Fielden, Mark
授業の目的、または到達目標 To develop an understanding the need to create and sustain good customer relationships. Students will examine the importance of customers to all organizations and the need to create customer loyalty, establish procedures for customer care, and learn strategies for disseminating information to customers through various media and communication strategies. Students will also learn how to select appropriate verbal and non-verbal communication strategies with people and create awareness within organizations of the importance of customer relations.
授業の概要 Students will enjoy participating in customer service role-playing. Case studies on corporate responsibility and product liability and damage control when businesses face legal and moral dilemmas.
授業の形態 Lectures, discussions, presentations, quizzes, reflection papers. Points will also be given for completion of end of chapter exercises.
時間割   概要 宿題(予習・復習等)
1
  • Class Introduction & Procedures//Chapter 1: Taking Baby Steps: The Basics
  • Chapter 1 exercises
2
  • Check Chapter 1 Homework; Discussion Groups; “First Impressions Matter” “Courtesy Counts”
  • Chapter 2 activity exercises
3
  • Step 3: “Attitude is everything”; Step 4: “Doing the right thing: Ethical issues”
  • Quiz on "The Basics" (p.37)
4
  • Quiz & The Basics: Practice Lesson
  • “Think about…” & Reflection Paper 1
5
  • Tossing the ball back and forth: Effective Communication
  • “What you don’t say: Non-Verbal communication” & Students make groups for presentations.
6
  • Step 5: “ When the Customer says No”; Step 6: Listening Activity
  • Presentation Activity
  • Students prepare Power Point Presentations & Chapter 3 Jumping in with Both Feet: Relationship Building
7
  • Group Presentations
  • Reflection Paper 2 & Key Points 93, Practice Lesson 94, Doing It Right! 96
8
  • Customer Service Video: "Faulty Towers"
  • Chapter 4 "Putting Your Customers First"
9
  • Role Pay: Customer Service
  • Key points, practice lesson, doing it right p.117-118
10
  • Damage Control: When crisis occurs; Case Studies: Glico-Morinaga and Tylenol
  • Chapter 6: “Look before you Leap” E-customer contacts & Reflection Paper 3
11
  • Step 4: Speaking Around the World: Cross-Cultural Etiquette 155 Key Points 158, Practice Lesson 159, Doing It Right! 160
  • Quiz: TBA & Chapter 8 “Calming the Storm”: Difficult customers
12
  • Quiz 2
  • Role Play: “Ugly customers”
  • Steps 1-4 (p.184-197)
13
  • Making Dramas.
  • Reflection Paper 4
14
  • Chapter 9: "Putting it all together"
  • Reflection Paper 5
15
  • Quiz
  • "Enjoying each Day" (p.221)
準備学習 Preparation for class is required. Students should spend approximately 7-8 hours a week outside of class completing HW, completing the assigned reading, preparing presentations and writing their Reflection Papers.
教科書 Renee Evenson, Customer Service Training 101
Quick and Easy Techniques That Get Great Results, 2005,Amacom Publishing.ISBN: 0-8144-7290-7
成績評価方法・基準 "Class work & quizzes: 40% (quizzes will be on readings, discussions, role play activities)
Presentation(s) 30% Required group project (sources must be referenced) Reflection Papers: 30%"
備考 Students should be prepared to come to class with enough basic understanding of the topics to be discussed each week. I look forward to lively class discussions.

時間割

担当教員 開講学期 開講曜日 開講時限 履修クラス 単位数
Fielden, Mark 秋学期 金曜日 ２時限 3000 4