CSS110 Externship Journal 1
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School
Computer Systems Institute, Charlestown *
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Course
MK150
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
3
Uploaded by beaverben
CSS110: Customer Relationship Management - Externship
Journal 1
Instructions for Journal Entries:
Part 1 Journal Entry
Describe some of the key events, decisions, responsibilities, challenges, and issues
that occurred during the prior week at your job. You can talk about customer successes, how you may
have dealt with a difficult situation, interactions with your co-workers and supervisors, success stories,
highs and lows, problems and concerns, and provide at least one example of something you have
learned or became better at doing over the course of the week at your externship.
Part 2 Discussion Questions
Write a response to the discussion questions below.
The “R” in CRM (Customer Relationship Management) stands for ‘relationship’. Describe the relationship
you have with your customers. Do these relationships have the attributes of a successful relationship
according to Chapter 2 (Understanding Relationships)? Explain.
IMPORTANT
: Please provide as much detail as possible. You will not be given credit if your answers are
incomplete. You should make it a point throughout your work week to take notes so that it will be easier
for you to write your journal entries.
Submit both Part 1 and Part 2 of your journal entry (at least 3 paragraphs) to Externship Journal 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.
Grading: 90-100 = 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).
CSS110: Customer Relationship Management
Student:
Instructor:
Date:
Externship Journal 1
Description of requirements
Possible
Points
Your
Points
Part 1: Journal Entry reflects an original response describing some of the
key events, decisions, responsibilities, challenges, and issues that occurred
during this week at your job.
25
Part 1: Provided at least one example of something you have learned or
became better at doing over the course of the week.
20
Part 2: Described the relationship you have with your customers.
25
Part 2: Do these relationships have the attributes of a successful
relationship according to Chapter 2 (Understanding Relationships)? Explain.
20
Submitted 3-paragraph minimum
10
TOTAL
100
YOUR SCORE
: ________
Instructor Comments
:
I’m working a front desk in the restaurant. My responsibilities are greeting customer. A warm,
welcoming greeting is the first step for each guest that walks through the door, I have to say hi and
welcome the customer into the restaurant. Second things, taking reservation and managing a waitlist.
Taking reservation and keeping a well-organized reservation system is one of the most important jobs
of a front desk. Sometimes, this means also following up with customers who haven’t show up or
talking phone calls from guests running a few minutes behind. Third things, Front desk is in charge of
allocating customers to table and getting them seated in the correct section and ensure they have
menus to start perusing before a server take over.
Maintaining a well-organized seating chart is
essential to not overload one server.
In the last weekend, the restaurant was very busy. Some customers are dissatisfied with the
wait time. My position would try to improve the customer’s mood and satisfaction. I would first
apologize to them and try to give estimate time on when they will be seated. To demonstrate that I
understand the issue and am working to resolve it, I would provide updates on seating as often as I
receive them, In the past I have offered customers menus while they wait to keep them occupied and
help speed up the ordering process once they sit down. After they got the table. I ask my supervisor
whether we can provide them a complimentary item, dessert or drink. I want to show our customers
that we value their visit and want them to return. So, I try to do as much as possible to ensure they
have a good time despite the wait.
The restaurant that I am working, we have a good communication in restaurant but still have
miscommunication some point. Example Supervisor typically do a good job for creating biweekly staff
schedules. Staffs often don’t have a formal way to make changes or swap shirts without approval form
manager. Some staffs have different too many experienced when the restaurant get busy. They can’t
handle that. My supervisor has created a policy for communication to submit for shift-change, day off
and vacation request. Do not allow staffs to swap shifts without written approval from a supervisor.
This eliminates the potential for one employee to forget to tell the supervisor or for a mis
commination between two employees that results in short staffing and ensure a swap won’t result in
too many inexperience staffers on the floor during a busy or important service.
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