Module Four: Form 6.3

Module Four: Active and Engaged Learning

This form is an exercise in Horton's Absorb-Do-Connect activities.

Form 6.3: Course Outline with Assessment Ideas and Activities

Course Title: ___Customer Service_________________________________________________

Module Number and Name: ____1 Course Introduction________________________________________________

Competency/Outcome/Objective	Assessment Ideas	Absorb	Do	Connect
1 Define customer service	Concept is addressed in writing	Well written definition	Write definition	Researched definition
2 Articulate the relationship between customer service and quality improvement	Concise definitions exhibited	Group presentation	Research concepts	Class reviews
3 Articulate good customer service experiences	Articulates a positive customer service experience to class	Shares experience with class	Observation of customer service in daily life	Student draws on observations and presents them to class
4 Define improvement techniques to provide good customer service	Write an article review on topic, APA format, link to article provided	Lecture	Write review	Research topic
5 Prepare written review on video	Four main ideas in video are realized	Watch video	Write review	Addresses four main ideas

Course Title: __Customer Service__________________________________________________

Module Number and Name: ____2 Customer Service vs. Quality Improvement_________________________________

Competency/Outcome/Objective	Assessment Ideas	Absorb	Do	Connect
1 Summarize differences in customer service and quality improvement training	Differences are defined in visual aid	Read materials provided	Graphic or chart created	Summaries correctly shared
2 Align the connection between customer service and quality improvement	Clear connections are defined in visual aid	Lecture	Graphic or chart created	Connections aligned
3 Explain customer service improvement techniques	Short training created and presented with clear outcomes defined for improvement	Group work to create training project	Group presents project	Incorporation of definitions and visual aids

Course Title: __Customer Service__________________________________________________

Module Number and Name: __3 Seven Sins of Customer Service__________________________________________________

Competency/Outcome/Objective	Assessment Ideas	Absorb	Do	Connect
1 Define and provide examples for each sin	Main ideas addressing all seven sins are presented in written paper	Read article	Share work with team members, create presentation	All topics covered in presentation by group
2 Explain the importance of incorporating this theory into customer service training	Connection to real world experience is addressed in presentation with examples	Lecture reviewing article	Draw on personal experiences	Incorporation of personal experience into presentation

Course Title: ___Customer Service_________________________________________________

Module Number and Name: ___4 Global Customer Service Presentation_________________________________________________

Competency/Outcome/Objective	Assessment Ideas	Absorb	Do	Connect
1 Summarize Kate’s theory of customer service – locally and globally	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 class presentation or podcast guest presenter	Determine the differences and likenesses of concepts	Write review