Estimated time to complete Module 2: 20 to 25 minutes.
"The Bounce" is university-speak for students who get the campus runaround. In other words, students are directed to office after office without really getting their problems solved. Time is devoted to "stop the bounce" as a result of a student survey on customer service and as a result of focus groups.
This module contains a video entitled "Stop the Bounce," a 10-question Quiz, Managers' Tips (suggestions for managers to reinforce customer service principles), a video to demonstrate transferring a phone call, and frequently asked student questions (FAQ).
The Final Learning Assessment occurs at the end of Module 4 and is composed of questions that appeared in the Quiz section of Module 1, 2, 3, and 4. A participant must score at least 80% on this Final Learning Assessment before being admitted to a scheduled face-to-face training session listed on the Roll Out the Red website. The Final Learning Assessment may be taken over and over again until a pass rate of 80% is reached.
Note that when clicking on the Quiz, Managers' Tips, Transferring a Call, or FAQ, the browser will open a new window or pop-up. If the browser has tabbed browsing, it may open a new tab automatically instead of a window. This tab may open but may require clicking on the tab to see the page. To return to the module, close the window or tab by clicking on the Close Window button on the right.
Disabling the pop-up blocker on the computer will facilitate ease of use of these four modules. For Internet Explorer: Click Tools from the browser menu; click Pop-Up Blocker; click Turn Off Pop-Up Blocker. In addition, preferred browsers are Internet Explorer and/or Safari.
Module 2, Stop the Bounce
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