BOSS 3501 - Customer Service - Stage 4 - Robin Pugh
Assessment
| Assessment Methods | - Analysis of exam, quiz, or homework items linked to specific SLOs
- Assignments based on rubrics (such as essays, projects, and performances)
- Direct observation of performances, practical exams, group work
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| Assessment Description | Students completed in-class and homework assignments related to the SLOs. For example, role play situations were given to students to test their retention of basic aspects of quality customer service and proper telephone techniques. Performance in role play was then evaluated. |
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| Learning Outcomes | ALL |
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| Number of Sections | 3 |
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| Number of Instructors | 3 |
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| Number of Students | ~60 |
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Data Analysis
| Data Shared With | Instructors of the same course (at CCSF) |
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| Data Sharing Methods | Email |
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| Data Summary | The majority of students were able to describe major aspects of quality customer service, demonstrate proper phone technique, respond to demonstrated customer needs and handle complaints, and list reasons for poor service. |
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| Analysis Summary | Students have achieved the outcome if 70% or greater are able to successfully perform the task or respond to the question. |
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| Next Steps Planned | At the conclusion of the course, exercises/activities were evaluated for their relevancy to the course SLOs. Some activities were exchanged for others that are more in line with achieving course SLOs. |
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| Learning Outcomes | ALL |
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Changes
| Details | New activities were added to the course to more closely align with course SLOs, |
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| Learning Outcomes | ALL |
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Tentative Future Plans
| Term | Spring 2014 |
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| Activities | - Revision of outcomes and assessment methods (measurements)
- Assessment (measurement) of outcomes
- Analysis and discussion of assessment data and next steps
- Implementation of planned changes and reassessment
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| More Details | Instructors will discuss current activities, success of those activities, accuracy and effectiveness of assessment and how to implement any needed changes. |
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SLO Details Storage Location
- HARD COPY - In a department filing system (department office)
- ELECTRONIC COPY - On a department web server or shared document system
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