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CSS120 Professional Communication/Call Center: Capstone Project Part 1

Part 1. Create a Project Plan.

The Capstone Project is designed to be an active learning experience that brings together all of the concepts and techniques described in the textbook in a real-world setting. This Capstone Project involves interviewing a Customer Service desk representative.

1. In one paragraph talk about the role of the Service desk in a company. Focus on the following questions:

A. What is the role of the service desk?

B. What is the difference between the service desk and the help desk?

C. How can the service desk deliver high quality customer service?

D. Summarize service desk technology that support network, field and administration.

E. Discuss the components of a successful service desk.

2. Create a Project Plan which is a summary document that describes the capstone project task and timeline. Follow the link and read the article 10 questions to ask as you plan your project

http://www.dummies.com/careers/project-management/10-questions-to-ask-as-you-plan-your-project/

The Project Plan should include a minimum of five tasks and dates from day 1 of your capstone project: identifying an interviewee, requesting the interview, securing the interview to the proposed dates to develop the draft and the final presentation.

Reference chapter 7 pages 296 -300 and figure 7.11 on page 299 to create the project plan.

Submit your paragraph and a project plan to the Capstone Project 1 Dropbox folder on D2L.

CSS120 Professional Communication/Call Center: Externship Journal 1

Service Desk as a Profession

Externship Journal 1. Service Desk as a Profession.

Historically, the service desk was considered a stepping stone to other professions. Today, a number of trends indicate that the service desk has been elevated to a profession in and of itself.

Research Service Desk career opportunities, available jobs and certifications. Summarize your research. Include website links in your response.

1. Career Opportunities: Using a search engine like Google or Bing research Service Desk Career Trends. Summarize in your own words three trends impacting service desk careers.

1. Available Jobs: Using a job search engine like Career Builders, Glassdoor or Indeed list three available positions include the job title, responsibilities, required education and skills including salary if available.

1. Certifications: What schools or organizations offer service desk certification? What levels of certifications are available? What skills are certified? What are the benefits of being certified? What must you do to get certified?

Reference chapter 1 page 24-25 in your response.

Submit your writing to the Externship Journal 1 Dropbox folder on D2L.

CSS120 Professional Communication/Call Center: Project 1

Understand the Customer Service Value Chain

Project 1. Understand the customer service value chain.

Day in and day out we are all at times a customer and other times a service provider. Think about your experiences as a customer.

Write two paragraphs (3 to 5 sentences) describing your experiences as a customer (for example, contacting a company for technical support or going to a store to purchase goods or services) that address the following questions:

A. Where your expectations for service and support met?

B. What did the service provider do well?

C. How could the service provider have done better?

Reference chapter 1 page 25-35 in your response.

Submit your response to the Project 1 Dropbox folder on D2L.