Category: Supporting End-User Computing

CMIS 311: Assignment 2 (Unit 2)
Due: After
completion of Unit 2
Credit Weight: 20%
of your final grade
Summary: Four parts
(submit four files)
_________________________________________________________________________
Format
Prepare your assignment files using Microsoft Office. When
naming your assignment files for submission, include the course abbreviation
and number, the assignment number, and the part number, as in this example:
CMIS311_Assignment2_Part2.docx
When all parts of your assignment are complete, return to the
Assignment 2 dropbox on the course home page and follow the instructions for
submitting your assignment files.
Instructions
Assignment 2.1: Understanding Customer Frustration and Anger
Complete Chapter 5 Hands-On Project 2 (textbook, p. 214). For this activity, it
is not necessary to form a group as suggested in the text. First, review the
relevant sections of the chapter, and then provide detailed responses to the four
questions listed.
Before
submitting your assignment, post your answers to the discussion forum provided (see
the homepage) and review at least one other student’s posted responses. In your
assignment submission, include a section noting differences between your
responses and another student’s responses, including any points that you missed.
Name your file CMIS311_Assignment2_Part1.docx.
Assignment 2:2: Problem-Solving Checklist
Complete
Chapter 6 Hands-On Project 5 (textbook, p. 265).
Name
your file CMIS311_Assignment2_Part2.docx.
Assignment 2.3: Remote-Control Software
Complete Chapter 6 Hands-On Project 6 (textbook, p. 265), and present your
results in a Word document.
Name
your file CMIS311_Assignment2_Part3.docx.Assignment
Assignment 2.4: Remote-Control Software
Complete Chapter 7 Hands-On Project 3 (textbook, p. 312), and present your results
in a single document. Copy and paste the spreadsheet section into your Word
document.
Name
your file CMIS311_Assignment2_Part4.docx.
_________________________________________________________________________
Submit all four parts of Assignment 2 to the Assignment 2 dropbox on the course
homepage.
Click to open New “A Guide to Customer Service Skills for the Service Desk Professional” eTextbook External tool 
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