Module Three: Form 6.2

Module Three: Designing for Assessment

This form is an exercise in developing assessment strategies.

Form 6.2: Course Outline with Assessment Ideas (and Strategies)

Course Title: ___Customer Service_________________________________________________

Module Number and Name	Competency/Outcome/Objective	Assessment Ideas	Strategies
1 Course Introduction	1 Define customer service	Concept is addressed in writing assignment	Write paragraph
	2 Articulate the relationship between customer service and quality improvement	Concise definitions exhibited	Group presentations
	3 Articulate good customer service experiences	Articulates a positive customer service experience to class	Oral presentations at the beginning of each class
	4 Define improvement techniques to provide good customer service	Write an article review on topic, APA format, link to article provided	Research internet article
	5 Prepare written review on video	Four main ideas in video are realized	View FISH! video
Module Number and Name	Competency/Outcome/Objective	Assessment Ideas	Strategies
2 Customer Service vs. Quality Improvement	1 Summarize differences in customer service and quality improvement training	Differences are defined in visual aid	Create graphic or chart
	2 Align the connection between customer service and quality improvement	Clear connections are defined in visual aid	Create graphic or chart
	3 Explain customer service improvement techniques	Short training created and presented with clear outcomes defined for improvement	Group project creates 15 minute improvement training project
Module Number and Name	Competency/Outcome/Objective	Assessment Ideas	Strategies
3 Seven Sins of Service	1 Define and provide examples for each sin	Main ideas addressing all seven sins are presented in written paper	Read Domingo’s Seven Deadly Sins of Customer Service
	2 Explain the importance of incorporating this theory into customer service training	Connection to real world experience is addressed in presentation with examples	Prepare group presentation on article using PowerPoint
Module Number and Name	Competency/Outcome/Objective	Assessment Ideas	Strategies
4 Global Customer Service Presentation	1 Summarize Kate’s theory of customer service – locally and global	Write review describing the differences and likenesses of customer service on a local and global basis, define unique characteristics of global customer service – APA 2 pages	View Kate Dougherty from Kestrel Aircraft podcast – live or recorded
Module Number and Name	Competency/Outcome/Objective	Assessment Ideas	Strategies
5 Customer Service in the Community	1 Summarize Dave’s theory of customer service on a local level, define unique characteristics of local customer service	Write review describing the differences and likenesses of customer service on a local level, define unique characteristics of local customer service – APA 2 pages	View Dave Minor from Superior/Douglas County Chamber of Commerce podcast – live or recorded
Module Number and Name	Competency/Outcome/Objective	Assessment Ideas	Strategies
6 Customer Service tips from a Mayor	1 Summarize the key concepts of Mayor Hagen’s approach to dealing with difficult people	Write review describing the strategies used by the Mayor as he deals with difficult people – APA 2 pages	View Mayor Bruce Hagen’s podcast live or recorded
Module Number and Name	Competency/Outcome/Objective	Assessment Ideas	Strategies
7 Quality & Performance Excellence	1 Define strategies utilized by Toyota and Deming	Key concepts are covered in written review, participates in class discussion	Read instructor provided hand-outs, prepare for class discussion of the key concepts
	2 Illustrate customer-supplier relationships and performance excellence	Diagram contains main points, flow is succinct, student presentation of diagram is thoughtful displaying customer relationships	Construct fish diagram of customer-supplier relationships incorporating internal and external customers, prepare to present to class
Module Number and Name	Competency/Outcome/Objective	Assessment Ideas	Strategies
8 Tying it all together	1 Summarize Stories article	Written review addresses article points, story presentation is personal and planned according to article	Review Stories article, prepare written review addressing final point – pulling it all together, prepare 3-5 minute story to share with class
	2 Create customer service plan	Plan addresses all modules and incorporates readings, presentations and videos. New employee training as well as continuing education for employees is addressed.	Review The Guest video, create customer service plan, present in group using PowerPoint