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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
  • Class Introduction & Procedures//Chapter 1: Taking Baby Steps: The Basics
  • Chapter 1 exercises
3
  • Check Chapter 1 Homework; Discussion Groups; “First Impressions Matter” “Courtesy Counts”
  • Chapter 2 activity exercises
4
  • Check Chapter 1 Homework; Discussion Groups; “First Impressions Matter” “Courtesy Counts”
  • Chapter 2 activity exercises
5
  • Pair Work: (Activity 1: Part-time jobs) Chapter 2
  • Quiz on "The Basics" (p.37)
6
  • Pair Work: (Activity 1: Part-time jobs) Chapter 2
  • Quiz on "The Basics" (p.37)
7
  • Explain Fieldwork procedures.
  • Assign first 4 Fieldwork presenters. Chapter 3 reading and excercises
8
  • Explain Fieldwork procedures.
  • Assign first 4 Fieldwork presenters. Chapter 3 reading and excercises
9
  • Fieldwork: discussion circles and presentations (Students 1-4)
  • “What you don’t say: Non-Verbal communication” &
10
  • Fieldwork: discussion circles and presentations (Students 1-4)
  • “What you don’t say: Non-Verbal communication” &
11
  • Fieldwork: discussion circles and presentations (Students 5-8)Listening Activity
  • Presentation Activity
  • Unit 4 and activities
12
  • Fieldwork: discussion circles and presentations (Students 5-8)Listening Activity
  • Presentation Activity
  • Unit 4 and activities
13
  • Fieldwork: discussion circles and presentations (Students 9-12)
  • Test (Chapter 3 & 4) Write a role play for performance;
14
  • Fieldwork: discussion circles and presentations (Students 9-12)
  • Test (Chapter 3 & 4) Write a role play for performance;
15
  • Fieldwork: discussion circles and presentations (final 4 students--number could vary;)Customer Service Video: "Faulty Towers"
  • Chapter 5 "When the customer says no."
16
  • Fieldwork: discussion circles and presentations (final 4 students--number could vary;)Customer Service Video: "Faulty Towers"
  • Chapter 5 "When the customer says no."
17
  • Fieldwork feedback; Role Pay: Customer Service Demonstrate Power Point presentation and explanations.(Students make groups for presentations.)
  • Key points, practice lesson, doing it right p.117-118
18
  • Fieldwork feedback; Role Pay: Customer Service Demonstrate Power Point presentation and explanations.(Students make groups for presentations.)
  • Key points, practice lesson, doing it right p.117-118
19
  • Damage Control: When crisis occurs; Case Studies: Exxon Valdez and Tylenol
  • Tylenol and Exxon: Crisis management; Chapter 6: “Look before you Leap” E-customer contacts;
20
  • Damage Control: When crisis occurs; Case Studies: Exxon Valdez and Tylenol
  • Tylenol and Exxon: Crisis management; Chapter 6: “Look before you Leap” E-customer contacts;
21
  • P.P. Presentations// Proper email etiquette
  • Quiz:"Bad email" correction quiz.
22
  • P.P. Presentations// Proper email etiquette
  • Quiz:"Bad email" correction quiz.
23
  • Quiz 2
  • Role Play: “Ugly customers”
  • Steps 1-4 (p.184-197) p. 40-41 of "Business Matters. Assign: Hotel email confirmation
24
  • Quiz 2
  • Role Play: “Ugly customers”
  • Steps 1-4 (p.184-197) p. 40-41 of "Business Matters. Assign: Hotel email confirmation
25
  • Chapters 7-8) Continue "Business Matters": Restaurants
  • Restaurant emails and Test for Chapters 7-8
26
  • Chapters 7-8) Continue "Business Matters": Restaurants
  • Restaurant emails and Test for Chapters 7-8
27
  • Chapter 9: "Putting it all together"
  • Chapter 9 & 10 book activities and "Business Matters" homework;
28
  • Chapter 9: "Putting it all together"
  • Chapter 9 & 10 book activities and "Business Matters" homework;
29
  • Quiz
  • "Enjoying each Day" (p.221)
30
  • Quiz
  • "Enjoying each Day" (p.221)
準備学習 Preparation for class is required. Students should spend approximately 5-6 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)
Fieldwork and written assignments: 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 １時限 3000 4
Fielden, Mark 秋学期 金曜日 ２時限 3000 4