1.    Explain SIPOC; what is its purpose?  From the standpoint of customer service, what does it help you understand?  Hint:  you may want to use an example of a meaningful process from your own work experience to help illustrate your answer.

2.    In the Week 1 folder we had group readings/individual worksheets, along with a corresponding group discussion board (Southwest Air, etc.).  Identify at least 2 of the primary themes discussed in your groups readings, including the specific examples which supported those chosen themes.

3.    How would you respond to this statement (uttered by an unenlightened CEO)?  We cant afford to improve our customer service right now because the techniques are too expensive and complicated.  We have other strategic priorities this year.

4.    In the discussion board exercise you told stories about people based on their picture only.  How were you able to do that?

5.    A) Explain the basic concept of the ladder of inference.

B) Explain how the ladder of inference can help us become better service providers to internal/external customers?

6.    We see the world as we are, not as it is.  From the standpoint of customer service, what does this mean? 

7.    From the lecture and/or video, list two specific techniques/lessons about empathy?  What is it, and why is it such an important concept? 

8.    How does the concept of culture shape customer service?

9.    From what we have done together so far this semester, thoroughly describe one key learning that has really hit home for you personally (please dont be redundant with your answers from above).  What did you find interesting, surprising, controversial, etc.?  How can it be applied to customer service?