CustomerService

Customer service is VERY IMPORTANT when it comes to software development, systems engineering, and computer repair (your chosen careers). Whether your customers are people OUTSIDE your company (paying customers), or people inside your company that you interface with, having the skills to make the "customer" happy keeps your boss happy (and you happy). ||
 * [[image:CustService.jpg caption="Call Center - Creative Commons license. Click photo for source" link="@http://www.flickr.com/photos/vitorcastillo/2994723741/sizes/o/"]] || 

Reading Assignment:
Seven Steps for Remarkable Customer Service (website) ......... or printable download:

Reflection / Synthesis:
//**Answer the following guiding questions on a separate piece of paper:**//
 * What are some ways to "save" a customer? List three
 * What is a way to lose a customer?
 * Spolsky talks about "practicing puppetry". What does he mean by that?
 * Give an example of "blowing out the dust" that you might do for a customer that's having a software problem. Describe the problem, and what you'd tell them to do.
 * Explain how "taking the blame" makes customers happy.
 * Why don't more employees "take the blame"?
 * What does the career path that FogDog offers to Customer Service employees do for the COMPANY?
 * Spolsky uses the "plane crash" analogy for software problems. Explain this in your own words.

//**Once you have finished the questions,** **you will create a PowerPoint presentation to present to the class on "How to Have Good Customer Service"**//

Find at least two other websites that give advice to companies or employees on good customer service. Make sure you write down the URL.


 * Prepare at least 8 slides (not including your title slide or list of references slide) explaining to people how to have good customer service.
 * Use photos or pictures, or clipart. For photos and pictures you find online, write down the URL (not just "Google Images") of the actual picture (right-click, view picture - copy the URL)
 * Create a title slide with your presentation's title, your name, and this class and today's date. This should be the FIRST slide
 * Create a "List of References" slide where you will put "List of References" followed by a description of each item you are referring, followed by the URL. For instance: //Photo of Call Center - http://www.flickr.com/photos/vitorcastillo/2994723741/sizes/o/// place the "List of References" slide at the end of your presentation. Make sure to include your two websites you read in addition to your photo credits.

//**Grading:**// Title Slide & List of References Slide Eight Additional Slides || 5 points 10 points
 * Guiding Questions: .............. || 10 points ||
 * PowerPoint:

40 points ||
 * > **TOTAL ... ** || **65 points** ||