Capstone Project Part 3 Strategies & Structure of Informative Presentations Capstone Project Part 3 Description: For this capstone, in order to stand out as an applicant for the customer service job that would like to apply to from Capstones 1 & 2, you will demonstrate your communication skills in informative presentations. A. Watch the video about the organization of informative speeches and answer the questions that follow: “Informative Speech Organization” https://www.youtube.com/watch?v=8EJrK2U4N30 1. 2. 3. 4. 5. 6. What 5 strategies does the video suggest for getting the audience’s attention at the start of a speech? What should follow the topic statement? What is the main part of the speech, after the introduction, called? What are the four organizational patterns for informative presentations (and essays)? How many main points should your speech include? What 3 things should your conclusion include? B. Choose one of these videos to watch about informative presentations, and then answer the questions: “Informative Presentation Example” (2013) https://www.youtube.com/watch?v=Mq2KQcMLzqY “Informative Speech Example” (2019) https://www.youtube.com/watch?v=StPSgqwCnVk 1. What is the topic of the presentation? 2. What strategy does the speaker use to get the audience’s attention? 3. Which organizational pattern does the speaker use? 4. List at least 3 signaling phrases or words the speaker uses to introduce subpoints and examples to support each main point. 5. What 3 things should you do in your conclusion? C. Now, it’s your turn: 1. Choose a topic. Write your topic statement in a complete sentence. 2. Determine which organizational pattern you will use. 3. List 3– 4 main points you could make about your topic. 4. Write one or two possible attention-getters you could use to start your presentation. Because the purpose of this assignment is for you to gain understanding of and experience in making informative presentations, you should choose a topic of personal or professional interest. Be sure to choose a topic that you are interested in talking about and that has some connection to your audience (your classmates). Here are some ideas for possible topics to get you started: • features of a product your company sells or of the services they provide or of a product or service that you use as a customer • a useful professional skill / strategy or industry trends related to customer service or communication • a particular, useful communication topic you learned during the course and want to share more about with your classmates • information about your native culture’s communication style, values, or status symbols • interesting things you have learned about U.S. culture • a topic related to a hobby or passion of yours • must-visit places to visit or things to do in your current local region • best places to visit in your hometown • your favorite beach or vacation spot Submit your work for parts A, B and C to Capstone Project Part 3 in Moodle. Project Part 1 Preparing for a Job Interview The goal of this capstone is to help you build key professional communication skills and experience that will help you find your next job and/or advance your career. For each part, you will be preparing materials you can use to develop and showcase your business communication and customer service skills and strengths. Then, in the capstone presentation, you will share highlights of your Capstones 1- 3 and present your Capstone Parts 4 & 5. Capstone Project Part 1 Description: 1. Search for customer service jobs that interests you on LinkedIn Jobs, Indeed.com, SimplyHired.com, Monster.com, theladders.com, or Idealist.com. Choose a job that interests you (in any geographic area), include the link in your assignment response, and download or copy and paste the job description into your assignment response. 2. Highlight the key phrases describing job functions and qualifications in the description. You will be using these to prepare responses to interview questions for this project and in your Capstone Part 2. 3. Go to the company website (include the link in your response) and/or LinkedIn page, read the company’s mission and the “About” page. Write down 3 things that interested you or made you feel more certain you would like to work for the organization. 4. Watch one or both of following videos about how to answer the question, “Why do you want to work for us?” and then write or submit an audio or video response following the tips and examples. Your response should talk about the company and how you and your strengths fit the company and position. 3 strategies to answer this question: https://youtu.be/MUt6d-D_KXg How to Prepare Your Answer + 3 Example Responses: https://youtu.be/AdKk5Qf_GUg Submit your work to Capstone Project Part 1 in Moodle. FOR INSTRUCTOR USE ONLY Grading Rubric CSS160 Customer Service Communication: Capstone Project Part 2 Preparing for a Job Interview The goal of this capstone is to help you build key professional communication skills and experience that will help you find your next job and/or advance your career. For each part, you will be preparing materials you can use to develop and showcase your business communication and customer service skills and strengths. Then, in the capstone presentation, you will share highlights of your Capstones 1- 3 and present your Capstone Parts 4 & 5. Capstone Project Part 2 Description: When you are preparing for a job interview, it’s a good idea to prepare answers to common interview questions, including standard questions for your profession and behavioral questions (pp. 240-242). For this capstone, you will continue preparing answers to common interview questions using the job description you chose and materials you prepared for Capstone Project Part 1. For each interview question below, watch at least one of the videos, and use the strategies described to prepare your own response to the question, as if you were interviewing for the position you selected in your Capstone Project 1. Write an appropriate response or submit an effective video response for each question. • Written answers should be at least a paragraph, but may need to be longer to be complete. • Video question responses should be 2 – 3 minutes in length. 1) “Tell me about yourself.” https://youtu.be/kayOhGRcNt4 https://tinyurl.com/y995f5ky (go to question number 1 and click on the video link) 2) “How would you deal with a difficult customer?” or “Tell me about a time you handled a difficult situation.” https://youtu.be/LSYCIt9TXsg https://www.youtube.com/watch?v=bOSHfKBMi58 https://www.youtube.com/watch?v=33YgmCCOPkM 3) “Tell me about a time that you made a mistake.” or “Tell me about a time you failed.” https://youtu.be/DkUEkTyCm24 https://youtu.be/jT1y3RdadHU 4) Choose one more question that you think this particular employer might ask you based on the job description and/or your experience. Write the question and your response to it. Submit your written or video responses to the 4 questions above to Capstone Project Part 2 in Moodle. Submit your work to Capstone Project Part 1 in Moodle. FOR INSTRUCTOR USE ONLY Grading Rubric Grading accepts a start value of 100. Points will be deducted for failure to fully complete or meet the stated requirements. 90100 = Represents work of superior quality (A); 80-89 = Represents work of good to very good quality (B); 70-79 = Represents adequate command of class content (C); 69 and below = Represents work that shows a need for development or improvement (F); 0 = Represents plagiarized work (F). CSS160: Customer Service Communication Student: Instructor: Date: Capstone Project Part 2 Possible Points Description of requirements Wrote an appropriate response, or recorded an effective video response to the questions below using the strategies described in the video(s). 1. “Tell me about yourself.” 10 2. “How would you deal with a difficult customer?” or “Tell me about a time you handled a difficult situation.” 15 3. “Tell me about a time that you made a mistake.” or “Tell me about a time you failed.” 20 4. Chose one more question that you think this particular employer might ask you based on the job description and/or your experience. Write the question and your response to it. 25 Written answers should be at least a paragraph. Video question responses should be 2 – 3 minutes in length. 10 Overall content has clarity and adequate supporting details. 10 Assignment was submitted by due date. 10 TOTAL YOUR SCORE: ________ 100 Your Points Instructor Comments: 1 Search for customer service jobs that interests you on LinkedIn Jobs, Indeed.com, SimplyHired.com, Monster.com, theladders.com, or Idealist.com. Choose a job that interests you (in any geographic area), include the link in your assignment response, and download or copy and paste the job description into your assignment response. https://www.simplyhired.com/search?q=customer+service+manager+%2470%2C000&l=&job=a v13rse6QrhhgMNmu77mdE3lZ8KbSWSrKU88yZYds020JzlXFgiGxQ Full Job Description About Ease: Ease is the #1 rated benefits administration and HR software for businesses with 2–250 employees, powered by insurance brokers. 70,000+ employers trust Ease’s innovative SaaS service model to set up and manage benefits, onboard hires, stay compliant and offer their employees one destination for all their human resources information. Headquartered in San Francisco with offices in New York, Las Vegas, and Omaha, Ease was recently ranked number 57 in Forbes 2020 list of the top 500 startup employers in America. About the Position: As a Customer Success Manager you will champion customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies. You will also help provide feedback for our product roadmap on your book of business. You will be involved in project management, account management, educating the customers, demonstrating value to the customers, strategizing towards customer growth, renewal support of the customers, and more. Responsibilities: Drive retention and growth among our customers by understanding their business needs and helping them succeed. Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement. Carry a quarterly revenue quota to expand carrier connection footprints Responsible for account level expansion initiatives Identify opportunities for key customers to act as Ease advocates (e.g. testimonials, case studies). Collect, analyze, and share customer outcomes with data analytics around analyze customer health metrics, NPS, other feedback. Identify and represent the voice of the customer through feedback and internal collaboration on product development, marketing, and sales processes. Collaborate on and support renewals and expansion opportunities. Serve as the primary contact for the onboarding of new customers, the training of platform end users, and driving customers to additional product adoption. Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base. Being the main point of contact between the company and your portfolio of named accounts. Experience/Skills Desired: 4+ years in a Customer Success, Relationship Management, Account Management, or similar role. Experience working with SaaS customers. Experience with SaaS products and customer success processes, preferred. Exceptional communication skills, highly organized, collaborative and detail oriented. Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals. Empathetic, positive attitude with a desire to help our customers reach their goals. Experience working with a Customer Success platform. Experience with insure-tech platforms or benefits administration is a plus Educated to degree level preferred but not essential Experience working with, and managing, stakeholders and customers A high level of accuracy and attention to detail is required Excellent communication and interpersonal skills Flexible approach, able to operate effectively with uncertainty and change Driven, self-motivated, enthusiastic and with a “can do” attitude Ease is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. 1. Highlight the key phrases describing job functions and qualifications in the description. You will be using these to prepare responses to interview questions for this project and in your Capstone Part 2.3 Equal opportunity employer, champion customer outcomes, attention to detail, stay compliant, offer employees one destination for all their human resource needs, exceptional communication skills, ability to operate effectively, experience working with customer success platform, and a self-motivated, flexible approach. 2. Go to the company website (include the link in your response) and/or LinkedIn page, read the company’s mission and the “About” page. Write down 3 things that interested you or made you feel more certain you would like to work for the organization. https://www.ease.com/ Ease is a company that is well established and renown in service delivery and human resource service industry. I will be more than interested in working for the company since it has excellent employee benefits, and the starting salary for customer service managers is $64,000. Again the company does not discriminate employees, and therefore, all promotions will be on merit. I have also realized that Ease.com is a company with excellent prospects since it is investing in innovative information technologies like SaaS. 3. Watch one or both of following videos about how to answer the question, “Why do you want to work for us?" and then write or submit an audio or video response following the tips and examples. Your answer should talk about the company and how you and your strengths fit the company and position. It is quite evident that Ease.com is the most popular company in the provision of human resource and employee benefits to thousands of employers in the united states today. Again, this is a company that has invested immense resources to develop their employees. The company hires the best professionals in the industry and maintains them by ensuring they remain engaged and motivated. As an experienced and well-educated, computer-savvy customer service professional, ease.com will forever remain my employer of choice since the job outlook is also seemingly impressive. 1. “Tell me about yourself.” Well, I'm currently in charge of customer service at a leading IT company. I am a seasoned customer service professional with more than four years' hands-on experience in human resource management. I will bring my excellent customer service skills to the company, which will go a long way in making this company a SaaS service provider of choice in the united states. Since I have been working in a similar industry and have been meeting and exceeding my targets, I firmly believe I will be the best bet for this company. I have also realized that the company hires competent people from all regions and cultures of the world. My international exposure and knowledge of three international languages apart from English will also make me the best choice for this position. This is because, as a customer service manager of a multinational company, I need to be in a position to effectively and adequately communicate with clients from different backgrounds and language proficiencies. 2.“How would you deal with a difficult customer?” or “Tell me about a time you handled a difficult situation.” When I started working for the Home Depot as a sales associate some six years ago, a customer came yelling and cursing, claiming that customer service at the Gaithersburg store was the worst he had ever experienced anywhere,7 Eleven, inclusive. He claimed that he bought items in our garden center and appliances department during the November holiday season. On inquiring about the specific things, he showed me the receipt with all the SKU numbers. He CAPSTONE PROJECT PART 2 2 specifically wanted to return ten bags of manure from the garden center worth 15 dollars. This was a customer who spends 3000 dollars in the store since he had purchased the GE Profile double door refrigerator at $2800.Since I was empowered by my immediate supervisor to authorize returns for 50 dollars and below, I confirmed the return. The customer was delighted and has remained loyal to the Home Depot brand since then. As for me, I was promoted to the level of the store sales manager. 3.“Tell me about a time that you made a mistake.” or “Tell me about a time you failed.” While at my last place of work, I was allocated the role of managing a project. I was so excited by the offer such that I promised to accomplish the task within thirty days. The project was so demanding, and time was consuming that it took 90 days to complete. The company's clients were not impressed with our performance since we did not keep our part of the bargain. Since that time. i have learned from my mistakes, and I always take time to evaluate a project and allocate enough time for its accomplishment. 4. As an accomplished customer service manager, where do you see yourself in the next ten years? Since I have already carved a niche in customer service management with top-notch corporate entities, I am aiming to be in the top control of the fortune 500 companies in the united states. Luckily enough, your company happens to be one on the list. I promise to work CAPSTONE PROJECT PART 2 3 for your company given a chance diligently. According to Bhattacharjee et al (2019), this is because the future of information technology .it is also quite evident that my experience in customer service and information technology is quite competitive. References Bhattacharjee, A., Jahanshahi, A. A., Polas, M. R. H., Hossain, M. I., & Asheq, A. S. (2019). Customer Care Service Management is Moving Forward to Achieve Sustainable Customer Retention in Every Industry. Does it play a Role to Increase Brand Retention. International Journal of Management and Sustainability, 8(2), 88-97.
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