• 2.4: Unit 2 Activities

    • Unit 2 Discussion URL

      After you have reviewed this unit, please post and respond to the following topics on the discussion forum. Feel free to start your own posts and respond to those of other students.

      1. What are some examples of problems you or someone you know may have had with a company based on a faulty product or service? How did it get resolved?
      2. Consider a situation where you had to deal with an angry person. How did you handle it? What might you have done differently using some of the methods described in this unit?
      3. What sorts of diversity do you find in your immediate environment of family, friends, work, school, groups, and so on? How do you best interact with the differences in cultural backgrounds and behaviors?

    • Short Writing Exercise: The Customer Service Workplace URL

      Prepare a 300-500 word document as if you were the manager of a customer service department orienting newly hired employees on aspects of dealing with challenging problems and difficult customers. Based on this unit's readings, what are some possible situations and tactics you would want the new employees to be prepared for as they start their job? Once you are done with the document, please post it to the linked discussion thread to share with and receive feedback from your classmates.

    • Unit 2 Assessment Quiz

      Please take this assessment to check your understanding of the materials presented in this unit.

      Notes:

      • There is no minimum required score to pass this assessment, and your score on this assessment will not factor into your overall course grade.
      • This assessment is designed to prepare you for the Final Exam that will determine your course grade. Upon submission of your assessment you will be provided with the correct answers and/or other feedback meant to help in your understanding of the topics being assessed.
      • You may attempt this assessment as many times as needed, whenever you would like.