Be prepared for both qualitative and quantitative metrics. We will of course use many case studies, but we will also be looking at customer surveys and analysis of survey results. As we are linking via the Internet, you can expect a number of assignments that push you out onto the Internet to compare the views of others with those of your authors. You will also be performing case studies and collecting your own data on customer service activities. We use WebTycho as our virtual classroom.
Discussions take place there and documents are posted for exchange there as well.
We will use email as our back-up mode of contact send me an email with your current or changed email address. I will look at these three things that I ask you to do on a continual basis. You will be graded on your consistent, steady progress through this course. Find a customer service activity or program that you would like to investigate and gain the approval of the mangers involved to conduct a college research project in their facility. Describe what exists at present in detail.