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科目名 Communication in Customer Relations 
担当教員 Fielden, Mark
授業の目的、または到達目標 Students will be able to identify barriers to effective customer communication and develop measures to remove them identify relevant communication skills required to meet different needs (e.g. customers with disabilities, the elderly, complaints, etc.)
Students can design a customer service program for staff and deliver a short customer service session (e.g. oral presentation) based on the customer service program developed. Students can demonstrate appropriate presentation skills (e.g. voice projection, contact with audience, pacing, tone, delivery), identify relevant presentations aids, and select appropriate methods of delivery (e.g. role play, group work, interacting with audience).
授業の概要 To identify communication and listening skills essential for good customer relations and appropriately apply the skills and concepts in sample situations and role-plays.
科目群/ベンチマーク COM3601（715生以前）
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
  • Chapter 6 Readings and excersices.
  • Test (Chapter 5 & 6)
18
  • Chapter 7 Readings; Business email for Hotel Confirmation.
  • Unit 6 Client Restaurant invitation email
19
  • 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
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
  • 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;
22
  • P.P. Presentations// Proper email etiquette
  • Quiz:"Bad email" correction quiz.
23
  • P.P. Presentations// Proper email etiquette
  • Quiz:"Bad email" correction quiz.
24
  • Quiz 2
  • Presentations: "Crisis Management"
  • Steps 1-4 (p.184-197) p. 40-41 of "Business Matters. Assign: Hotel email confirmation
25
  • Quiz 2
  • Presentations: "Crisis Management"
  • Steps 1-4 (p.184-197) p. 40-41 of "Business Matters. Assign: Hotel email confirmation
26
  • Chapters 7-8) Continue "Business Matters": Restaurants
  • Restaurant emails and Test for Chapters 7-8
27
  • Chapters 7-8) Continue "Business Matters": Restaurants
  • Restaurant emails and Test for Chapters 7-8
28
  • Chapter 9: "Putting it all together"
  • Chapter 9 & 10 book activities and "Business Matters" homework;
29
  • Chapter 9: "Putting it all together"
  • Chapter 9 & 10 book activities and "Business Matters" homework;
30
  • Quiz
  • "Enjoying each Day" (p.221)
  • Assign: Final Essay "Being the best you can be"
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: 30% (quizzes will be on readings)
Presentations(2) 30% Required group project (One PowerPoint; one role pay)
Fieldwork and written assignments: 30%
Discussions, role play activities,active participation: 10%
備考 Students should be prepared to come to class with enough basic understanding of the readings 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 春学期 火曜日 ４時限 3000a 4
Fielden, Mark 春学期 金曜日 ４時限 3000a 4
Fielden, Mark 秋学期 火曜日 ４時限 3000b 4
Fielden, Mark 秋学期 金曜日 ４時限 3000b 4