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CSS110 Customer Rela0onship Management: Por9olio Assignment 4
Conflict Resolu0on Stories
This assignment is for students who are currently not in an ac0ve externship and therefore not able to
complete their Externship Journal assignments. Students who are able to complete their Externship
Journals are not required to do this assignment.
Descrip0on:
Employers look for candidates who can collaborate with others and handle conflicts at work produc8vely.
Especially in posi8ons related to customer service, you should expect to be asked and be prepared with
good examples to show how you have successfully responded to conflict at work, with customers,
coworkers, a supervisor, etc.
Read the 2 following ar8cles from Indeed.com, with 8ps for conflict resolu8on, examples, and common
interview ques8ons about conflict.
hBps://www.indeed.com/career-advice/resumes-cover-leBers/conflict-resolu8on-skills
hBps://www.indeed.com/career-advice/interviewing/handle-conflict-in-workplace
Then, prepare 2 example stories you could talk about in a job interview. At least 1 of these should involve
clients or customers. Write about your stories like blog posts, in a professional but conversa8onal tone.
Make sure to use the STAR approach in telling your stories:
• Situa8on: Explain the issue you were dealing with in a posi8ve, construc8ve way.
• Task: Describe your role in the situa8on.
• Ac8on: Describe what you did to resolve or respond to the situa8on.
• Result: Explain how your ac8ons had a posi8ve outcome, and/or what you learned from the
experience.
Submit your work in at least 400 words to Por9olio Assignment 4 in Moodle.
https://www.indeed.com/career-advice/resumes-cover-letters/conflict-resolution-skills
https://www.indeed.com/career-advice/interviewing/handle-conflict-in-workplace
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. 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 Rela0onship Management
Student:
Instructor:
Date:
Por9olio Assignment 4: Conflict Resolu0on Stories
YOUR SCORE: ________
Instructor Comments:
Descrip0on of requirements Possible
Points
Your
Points
Prepared 2 example stories you could talk about in a job interview. At least 1 of
these should involve clients or customers. 20
Wrote about your stories like blog posts, in a professional but conversational
tone.
20
Stories follow the STAR format (Describe the situation and student’s role,
the action(s) student took, and the result).
40
Submitted at least 400 words 10
Assignment was submiBed by due date 10
TOTAL 100
CSS110 Customer Rela0onship Management: Por9olio Assignment 5
Accomplishment Stories
This assignment is for students who are currently not in an ac0ve externship and therefore not able to
complete their Externship Journal assignments. Students who are able to complete their Externship
Journals are not required to do this assignment.
Descrip0on:
Poten&al employers o/en ask about your accomplishments in an interview in order to learn more about
your work ethic, your values, and examples of the kind of work projects you have successfully completed.
It’s a good idea to prepare 2 or 3 success stories you can tell in an interview in response to different
ques&ons. Besides, it will boost your confidence!
Think about &mes you have been complimented or recognized for your work, thanked empha&cally by a
client, as well as any professional or academic achievements that you have felt proud of. For ideas and
examples, read this useful guide from CareerPoten&al.com.
Then, prepare 3 example stories you could talk about in a job interview. At least 1 of these should involve
a &me you provided excep&onal customer service. Write your stories like blog posts, in a professional but
conversa&onal tone.
Use the STAR approach in your stories:
• Situa&on: Explain the issue you were dealing with in a posi&ve, construc&ve way.
• Task: Describe your role in the situa&on.
• Ac&on: Describe what you did to resolve or respond to the situa&on.
• Result: Explain how your ac&ons had a posi&ve outcome, and/or what you learned from the
experience.
Submit a minimum 400-word response to Por9olio Assignment 5 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. 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 Rela0onship Management
Student:
Instructor:
Date:
Por9olio Assignment 5: Accomplishment Stories
YOUR SCORE: ________
Instructor Comments:
Descrip0on of requirements Possible
Points
Your
Points
Prepare 3 example stories you could talk about in a job interview. At least 1
of these should involve a &me you provided excep&onal customer service.
30
Wrote your stories like blog posts, in a professional but conversa&onal tone. 25
Used the STAR format in your stories: (Describe the situation, student’s task
or role in the situation, the action(s) the student took, and the result).
25
Submitted a minimum 400 words 10
Assignment was submied by due date 10
TOTAL 100
