Module Two: Form 6.0

Module Two: Mapping the Future

This form is an exercise in developing a course outline.

Form 6: Course Outline

Course Title: ___Customer Service_________________________________________________

Module Number and Name	Competency/Outcome/Objective
1 Course Introduction	1 Define customer service
	2 Articulate the relationship between customer service and quality improvement
	3 Articulate good customer service experiences
	4 Review improvement techniques to provide good customer service
	5 View FISH! video
	6 Prepare written review on video
	7
Module Number and Name	Competency/Outcome/Objective
2 Customer Service vs. Quality Improvement	1 Summarize differences in customer service and quality improvement training
	2 Align the connection between customer service and quality improvement
	3 Explain customer service improvement techniques
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Module Number and Name	Competency/Outcome/Objective
3 Seven Sins of Service	1 Read Domingo’s Seven Deadly Sins of Customer Service
	2 Define and provide examples for each sin
	3 Prepare group presentation on article using PowerPoint
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Module Number and Name	Competency/Outcome/Objective
4 Global Customer Service Presentation	1 View Kate Dougherty from Kestrel Aircraft podcast – live or recorded
	2 Summarize Kate’s theory of customer service – locally and global
	3 Define unique characteristics of global customer service
	4 Write review
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Module Number and Name	Competency/Outcome/Objective
5 Customer Service in the Community	1 View Dave Minor from Superior/Douglas County Chamber of Commerce podcast – live or recorded
	2 Summarize Dave’s theory of customer service on a local level
	3 Define unique characteristics of local customer service
	4 Write review
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Module Number and Name	Competency/Outcome/Objective
6 Customer Service tips from a Mayor	1 View Mayor Bruce Hagen’s podcast live or recorded
	2 Summarize the key concepts of Mayor Hagen’s approach to dealing with difficult people
	3 Write review
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Module Number and Name	Competency/Outcome/Objective
7 Quality & Performance Excellence	1 Define strategies utilized by Toyota and Deming
	2 Illustrate customer-supplier relationships and performance excellence
	3 Construct fish diagram of customer-supplier relationships incorporating internal and external customers
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Module Number and Name	Competency/Outcome/Objective
8 Tying it all together	1 Summarize Stories article
	2 Review The Guest video
	3 Create customer service plan
	4 Present plan using PowerPoint
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Module Number and Name	Competency/Outcome/Objective
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Module Number and Name	Competency/Outcome/Objective
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Module Number and Name	Competency/Outcome/Objective
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Module Number and Name	Competency/Outcome/Objective
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Module Number and Name	Competency/Outcome/Objective
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Module Number and Name	Competency/Outcome/Objective
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Module Number and Name	Competency/Outcome/Objective
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