Knowledge/Skill Statement

Week 12 Sheets

Knowledge/ Understands the techniques and strategies used to foster positive, ongoing Skill relationships with customers Statemen t Instructional Customer Relations Area Performance Foster positive relationships with customers to enhance company image. Element Performance Interpret business policies to customers/clients (CR:007) Indicator Level Career-sustaining SCANS Information 7; Interpersonal 11, 14; Systems 15; Basic Skills 1-2, 5-6; Thinking Skills 8, 12; Personal Qualities 14-15, 17

21st Century Critical Thinking and Problem Solving 1; Communication and Collaboration 1 Skills Objectives a. Define the term business policy. b. Identify characteristics of effective business policies. c. Describe reasons for having business policies. d. Explain types of business policies that affect customers. e. Discuss the role of employees in interpreting business policies. f. Explain when business policies should be interpreted. g. Explain guidelines for interpreting business policies to customers. h. Demonstrate procedures for interpreting business policies to customers.

Sample Ask each student to keep a record of the policies that have to be interpreted for Activity customers at a school-based or work-based enterprise. Lead the class in a discussion of their findings.

Resources Textbooks Clark, B., Sobel, J., & Basteri C.G. (2010). Marketing dynamics: Teacher’s edition (2nd ed.) [p. 624]. Tinley Park, IL: Goodheart-Willcox. Evenson, R. (2007). Award-winning customer service (pp. 106-107). New York: AMACOM. Farese, L.S.; Kimbrell, G.; & Woloszyk, C.A. (2009). Marketing essentials (pp. 226, 270). Woodland Hills, CA: Glencoe/McGraw-Hill. Futrell, C. M. (2006) Fundamentals of selling: Customers for life through service (9th ed.) [pp. 453-454, 507]. New York: McGraw-Hill/Irwin. Gorman, T. (2005). The complete idiot’s guide to business letters and memos (2nd ed.) [pp. 201-203]. Indianapolis: Alpha Books/Penguin Group. Ingram, T.N.; LaForge, R.W.; Avila, R.A.; Schwepker, C.H., Jr.; & Williams, M.R. (2004). Professional selling: A trust-based approach (2nd ed.) [pp. 243-255]. Mason, OH: Thomson/South-Western. Ivancevich, J. M., & Duening, T. N. (2007). Business principles, guidelines, and practices (2nd ed.) [pp. 68-71]. Mason, OH: Thomson. Meyer, E.C., & Allen, K.R. (2006). Entrepreneurship and small business management (pp. 367-368, 372, 375-376). New York: Glencoe/McGraw-Hill. Rue, L. W., & Byars, L. L. (2006). Business management: Real-world applications and connections (pp. 241-244). Woodland Hills, CA: Glencoe/McGraw Hill.

1 Workbooks/ Odgers, P. (2004). The world of customer service (p. 52). Mason, OH: South- Manuals Western.

Software/ Boop, G. (2011). Interpreting business insurance policies. Retrieved May 10, 2011, Online from http://businessinsure.about.com/od/insurancepoliciesandlaw/a/inspolinterp.htm Council of Better Business Bureau, Inc. (2003). Sample privacy notice. Retrieved May 24, 2011, from http://www.bbbonline.org/reliability/privacy/ Fox, T. (2011). Policies and procedures with customer focus. Retrieved May 10, 2011, from http://ezinearticles.com/?Policies-And-Procedures-With-Customer- Focus&id=1099245 MB Wealth Corporation. (2007). MB Wealth Corporation privacy policy. Retrieved May 10, 2011, from http://www.mbwealth.com/privacy.html Stensgaard, A. (2005, March 9). Why are policies and procedures so important? Retrieved May 10, 2011, from http://www.ameinfo.com/55422.html Week 12 Sheets

Knowledge/ Understands the techniques and strategies used to foster positive, ongoing Skill relationships with customers Statemen t Instructional Customer Relations Area Performance Resolve conflicts with/for customers to encourage repeat business. Element Performance Handle difficult customers (CR:009, CR LAP 3) Indicator Level Career-sustaining SCANS Information 7; Interpersonal 11, 14; Systems 15; Basic Skills 5-6; Thinking Skills 9, 12; Personal Qualities 14-15, 17

21st Century Communication and Collaboration 1, 3 Skills Objectives a. Define the following terms: disagreeable customer, domineering/ superior customers, dishonest customers. b. Identify types of difficult customers. c. Describe categories of disagreeable customers. d. Discuss categories of domineering/superior customers. e. Describe ways in which customers are dishonest. f. Identify situations in which customers become difficult. g. Explain reasons for handling difficult customers. h. Describe general guidelines for handling difficult customers. i. Explain specific guidelines for handling types of difficult customers. j. Demonstrate procedures for handling difficult customers.

Sample Ask each student to write a description of a situation s/he has encountered involving Activity a difficult customer. Collect the students’ descriptions and select three of the most representative examples to discuss with the class.

Resources LAP MBAResearch and Curriculum Center. (2010). Making mad glad (Handling difficult customers) [LAP: CR-003]. Columbus, OH: Author. MBAResearch and Curriculum Center. (2010). Making mad glad (Handling difficult customers): Instructor copy [LAP: CR-003]. Columbus, OH: Author.

Textbooks Anderson, R.E. & Dubinsky, A.J. (2004). Personal selling: Achieving customer satisfaction and loyalty (pp. 244-248). Boston: Houghton Mifflin Company. Boone, G., & Kurtz, D.L. (2009). Contemporary marketing 2009 (p. 168). Mason, OH: South-Western Cengage Learning. Clark, B., Sobel, J., & Basteri, C.G. (2010). Marketing dynamics: Teacher’s edition (2nd ed.) [pp. 626-627]. Tinley Park, IL: Goodheart-Willcox Company, Inc. Farese, L. S., Kimbrell, G., & Woloszyk, C. A. (2009). Marketing essentials (p. 226). Woodland Hills, CA: Glencoe/McGraw-Hill. Ingram, T.N, LaForge, R.W., Avila, R.A., Schwepker, C.H., & Williams, M.R. (2008). Professional selling: A trust-based approach (4th ed.) [pp. 245-248]. Mason, OH: South-Western Cengage Learning. McCalla, P. (2005). Retailing (p. 272). Woodland Hills CA: Glencoe/McGraw-Hill. 3 Zeithaml, V.A., Bitner, M.J., & Gremler, D.D. (2009). Services marketing: Integrating customer focus across the firm (5th ed.) [pp. 200-201]. New York: McGraw-Hill Irwin.

Workbooks/ Greene, C. (2003). Selling: Business 2000 (pp. 134-135). Mason, OH: South- Manuals Western. Odgers, P. (2004). The world of customer service (pp. 51-58, 64, 68-70). Mason, OH: South-Western. Rokes, B. (2002). Customer service: Business 2000 (pp. 110-111). Cincinnati, OH: South-Western/Thomson Learning.

Software/ Abrams, R. (2005, June 2). Dealing with difficult customers. Retrieved May 10, 2011, Online from http://www.rhondaonline.com/content/hmrArticles_view.asp? sect=column&did=460 Business-Software.com. (n.d.). Customer service tactics to handle difficult customers. Retrieved May 10, 2011, from http://www.business- software.com/crm/customer-service-tactics-to-handle-difficult-customers.php eHow Business Editor. (1999-2010). How to handle difficult clients. Retrieved May 10, 2011, from http://www.ehow.com/how_15404_handle-difficult-clients.html Harris, B. (2011, February 1). 6 critical thinking techniques to handle difficult customers. Retrieved May 24, 2011, from http://critical-thinkers.com/2011/02/6- critical-thinking-techniques-to-handle-difficult-customers/ James, N. (2011). Handling difficult customers—Eight strategies. Retrieved May 10, 2011, from http://ezinearticles.com/?Handling-Difficult-Customers---8- Strategies&id=20132 Lipow, V. (2010). How to deal with difficult customers. Retrieved May 10, 2011, from http://career-advice.monster.com/in-the-office/Workplace-Issues/How-to-Deal- with-Difficult-Customers/article.aspx MBAResearch and Curriculum Center. (2010). Making mad glad (Handling difficult customers) [LAP: CR-003: Presentation Software]. Columbus, OH: Author. Week 12 Sheets

Knowledge/ Understands the techniques and strategies used to foster positive, ongoing Skill relationships with customers Statemen t Instructional Customer Relations Area Performance Resolve conflicts with/for customers to encourage repeat business. Element Performance Handle customer/client complaints (CR:010) Indicator Level Career-sustaining SCANS Information 7; Interpersonal 11, 14; Systems 15; Basic Skills 5-6; Thinking Skills 9, 12; Personal Qualities 14-15, 17

21st Century Critical Thinking and Problem Solving 1, Communication and Collaboration 1 Skills Objectives a. Define the term complaint. b. Identify the costs associated with customer complaints. c. Identify reasons for customer complaints. d. Describe the benefits of customer complaints. e. Explain the importance of appropriately handling customer complaints. f. Explain procedures for handling customer complaints. g. Demonstrate procedures for handling customer complaints.

Sample Arrange for a supervisor or manager of a local business to talk with the students Activity about frequently voiced customer complaints and how the business responds to the complaints.

Resources Textbooks Anderson, R.E. & Dubinsky, A.J. (2004). Personal selling: Achieving customer satisfaction and loyalty (pp. 249-250). Boston: Houghton Mifflin Company. Boone, G., & Kurtz, D.L. (2009). Contemporary marketing 2009 (p. 168). Mason, OH: South-Western Cengage Learning. Clark, B., Sobel, J., & Basteri, C.G. (2010). Marketing dynamics: Teacher’s edition (2nd ed.) [pp. 626-627]. Tinley Park, IL: Goodheart-Willcox Company, Inc. Farese, L. S., Kimbrell, G., & Woloszyk, C. A. (2009). Marketing essentials (p. 226). Woodland Hills, CA: Glencoe/McGraw-Hill. Ingram, T.N, LaForge, R.W., Avila, R.A., Schwepker, C.H., & Williams, M.R. (2008). Professional selling: A trust-based approach (4th ed.) [pp. 245-248]. Mason, OH: South-Western Cengage Learning. Zeithaml, V.A., Bitner, M.J., & Gremler, D.D. (2009). Services marketing: Integrating customer focus across the firm (5th ed.) [pp. 218-221, 228-230]. New York: McGraw-Hill Irwin.

Workbooks/ Greene, C.L. (2003). Selling: Business 2000 (p.150). Mason, OH: South- Manuals Western/Thomson Learning. Odgers, P. (2004). The world of customer service (pp. 51-58, 64, 68-70). Mason, OH: South-Western.

5 Software/ Buttle, F. (2008, March 11). Your customer complaints could be costing you more Online than you realize. Retrieved May 10, 2011, from http://www.customerthink.com/article/your_customer_complaints_costing_more Customer Expressions. (1999-2011). Handling consumer complaints: Best practice guides to consumer complaints handling. Retrieved May 10, 2011, from http://www.customerexpressions.com/cex/cexweb.nsf/ (GetPages)/2FEE295CD6D0BB1B85256FE900568660 Kurtus, R. (2007, June 6). Dealing with customer complaints. Retrieved May 10, 2011, from http://www.school-for-champions.com/tqm/complaints.htm Marvell, C. (2003). Complaint handling is easy—Just make it memorable. Retrieved May 10, 2011, from http://customerservicezone.com/cgi-bin/links/jump.cgi? ID=5775 Rand, S. (2005, July 15). Customer complaints: How to handle them and keep customers happy. Retrieved May 10, 2011, from http://www.associatedcontent.com/article/5111/customer_complaints_how_to_h andle_them.html Reeher, T. (n.d.). Handling customer complaints. Retrieved May 10, 2011, from http://www.dhhs.state.nc.us/cstf/intranet/article_complaints.pdf Week 12 Sheets

Knowledge/ Understands concepts, tools, and strategies used to explore, obtain, and develop Skill in a business career Statemen t Instructional Professional Development Area Performance Utilize critical-thinking skills to determine best options/outcomes. Element Performance Demonstrate appropriate creativity (PD:012, QS LAP 5) Indicator Level Specialist SCANS Information 5; Systems 15; Basic Skills 1-2; Thinking Skills 7, 12 21st Century Creativity & Innovation 1, 2, 4; Communication & Collaboration 1 Skills Objectives a. Define the term creativity. b. Identify personal traits commonly associated with creativity. c. Describe ways in which people can demonstrate creativity. d. Describe specific techniques for developing/enhancing creativity. e. Explain how creativity can be applied beneficially to solve problems. f. Apply creativity to situations.

Sample Divide the class into groups of four. Ask each group to develop creative, unique Activity methods for members of management to demonstrate their customer-service mindset to internal or external clients. Groups should explain and/or demonstrate their creative ideas for the class. After an in-depth discussion of the teams’ ideas, the class should determine which methods for showing a customer-service mindset are the most creative and effective.

Resources LAPs Marketing Education Resource Center. (2005). Beyond the box [LAP: QS-005]. Columbus, OH: Author. Marketing Education Resource Center. (2005). Beyond the box: Instructor copy [LAP: QS-005]. Columbus, OH: Author.

Textbooks Cheesebro, T., O’Connor, L., & Rios, F. (2007). Communication skills: Preparing for career success (3rd ed.) [pp. 210-213}. Upper Saddle River, NJ: Pearson Prentice Hall. Daft, R.L. (2008). The leadership experience (4th ed.) [pp. 459, 461, 463-470]. Mason, OH: Thomson: South-Western. Daft, R.L., & Marcic, D. (2009). Understanding management: Instructor’s edition (6th ed.) [pp. 290-291]. Mason, OH: South-Western Cengage Learning. Dessler, G., & Varkkey, B. (2009). Human resource management (11th ed.) [p. 476]. New Dehli, India: Dorling Kindersley. DuBrin, A. (2009). Essentials of management: Instructor's edition (8th ed.) [pp. 168-174]. Mason, OH: South-Western Cengage Learning. DuBrin, A. (2010). Leadership: Research findings, practice, and skills (6th ed.) [pp.55, 312-346]. Mason, OH: South-Western Cengage Learning. Ivancevich, J.M., Konopaske, R., & Matteson, M.T. (2008). Organizational behavior and management (8th ed.) [pp. 79-80, 398-400]. New York: McGraw- 7 Hill Irwin. Kouzes, J.M. & Posner, B.Z. (2003). The leadership challenge (3rd ed.) [pp. 8-12]. San Francisco, CA: Jossey-Bass. Lussier, R.N., & Achua, C.F. (2010). Leadership: Theory, application, & skill development (4th ed.) [pp. 291, 397, 469-470]. Mason, OH: South-Western Cengage Learning. Nelson, D.L., & Quick, J.C. (2006). Organizational behavior: Foundations, realities, & challenges (5th ed.) [pp. 176-177, 298-299, 327-329, 331]. Mason, OH: South-Western.

Software/ Baumgartner, J. (2008). To encourage the flow of ideas, remember the three Cs. Online Retrieved May 16, 2011, from http://www.innovationtools.com/Articles/ArticleDetails.asp?a=313 Clark, D. (2005). Creativity. Retrieved May 16, 2011, from http://www.nwlink.com/~donclark/creativity/creativity.html Marketing Education Resource Center. (2005). Beyond the box [LAP: QS-005: Presentation Software]. Columbus, OH: Author. Eikenberry, K. (2008). Eight ways to generate more ideas in a group. Retrieved May 16, 2011, from http://www.innovationtools.com/Articles/ArticleDetails.asp?a=300 Mind Tools. (2011). Brainstorming—Generating many radical ideas. Retrieved May 16, 2011, from http://www.mindtools.com/pages/article/newCT_04.htm Naiman, L. (2010). What is creativity? Retrieved May 16, 2011, from http://www.creativityatwork.com/articlesContent/whatis.htm Smith, K. L. (n.d.). 4-H teen leadership. Retrieved May 16, 2011, from http://ohioline.osu.edu/4-H/tl28.html