Module Six: Form 10

Module Six: Designing Content

This form is an exercise in 'chunking' content into smaller pieces.

Form 10: Chunks and Bridges

Module Number and Name: ___1. Course Introduction_________________________________

Chunk 1	Reinforcement Activity	Introduction/Transition
Defining customer service	Write definition	Introduction: Research internet to find definitions on customer service
		CHUNK! Discussion
		Transition: Write definition of customer service

Chunk 2	Reinforcement Activity	Introduction/Transition
Relationship between customer service and quality improvement	Group presentation	Introduction: Understanding the relationship between customer service and quality improvement is the cornerstone to developing a customer service improvement plan
		CHUNK! Watch FISH! video
		Transition: Based on video and group presentations the base to developing customer service improvement plans has been created.

Chunk 3	Reinforcement Activity	Introduction/Transition
Explore customer service improvement techniques	Write article review	Introduction: Improving customer service is an ongoing process
		CHUNK! Find an internet article on customer service improvement techniques
		Transition: Now that you have defined customer service, the relationship between customer service and quality improvement, and customer service improvement techniques you are ready to focus on other factors affecting customer service, i.e. global vs. local.