1. “Assignment” Grading Rubric
Per Cent
Kaplan
Points
Possible
Given
Specific Paper Objectives: Assignment Checklist (45%):
1) Analyze whether the customer has a legitimate 15
6.0
complaint.
2) What Mr. MacGibson's response should be to
the customer
3) What recommendations as far as training, policies
and procedural chages you might make to Mr. MacGibson 45 18
General Paper Criteria: Content, Focus, Use of Text (20%)
Answers provide correct information 5
2.0
Covers questions or issues thoroughly
Provides examples to support positions
Integrates text into all answers 20
8.0

2. “Assignment” Grading Rubric (cont.)
General Paper Criteria: Analysis and Critical Thinking (20%)
Analyzes in addition to providing facts 5
2.0
Analysis is well thought out
Flow of answers is logical
Considers different positions on the issues 20 8
Writing Style, Grammar, APA (15%)
Grammar, Spelling & Punctuation
Responses are concise and direct
APA: Title Pg, Reference List (2) and Citations (2), Margins/Spacing 15
6.0
Gross Project Score:
100 40
Less: Late Penalty w/o Extenuating Circumstances (Enter .2 for 1-7 days late or .3 for 8-14 days late)
>>>>>>>>>>
0.0
Your Project Score in Percent
100.0
Your Project Score- Kaplan Points:
40.0

3. “Discussion” Grading Rubric
Quality (11 points available): 11
/11
Questions answered completely
Posts on topic and demonstrated analysis
Original post at least 100 words
Participation Guidelines (8 points available): 8 /8
Initial (Instruction Response) post - no later than Saturday midnight(2)
Posts made on at least three days (3)
At least two responses to classmates (3)
Clarity and Organization of Writing (4 points available): 4 /4
Posts were organized
No spelling or grammatical errors
References were used and cited properly
Professional & Netiquette (2 points available): 2 /2
Respect and consideration toward peers/instructors
Appropriate Language
Professional use of abbreviations and acronyms
Late Penalty (20% w/i 7 days or 30% w/i 8-14 days)
TOTAL POINTS EARNED: 25
out of
points possible

4. Important APA Resources!
DOC SHARING GUIDES (4)
Professor's Assignment & RP APA Paper Guide
Referencing in APA Guide
Citing in APA Guide
APA Assignment Paper Example (GE)
WRITING CENTER
Weekly Writing Seminars with Live Writing Tutors.
Writing Coaches
Workshops on topics like APA Style of Writing.
Plenty of Writing Templates to guide you in any area you are weak in.
Plus, it is a free Kaplan service!
Writing a solid paper that demonstrates application of your course subject matter is key as you move forward at Kaplan.
Definitely the case in this course!
Knowing how to write and in APA format will be critical to successfully passing this course.
If you need help with this, in addition to the resources I will provide in the course, you will need to work with the Writing Center.

5. APA FORMAT Basic Paper Format Major Pages
12 Pt Font
Times New Roman Only
1“ Margins all around
Double Space
Indent when start a new Paragraph
Major Pages
Separate Title Page (1st Page)
Approx. 2 Page Response Section
Separate Reference Page (Last Page)
Special least 2 References & 2 Citations in most assignments.
For those of you who transferred in or are in your 1st term or two at Kaplan, it is important that your writing is at a high level from this course on at Kaplan. You can not fake it, so only major prerequisite for this course is that you are comfortable at writing at a high level.
APA format will build upon this and most of your research projects & assignments and papers will look like this when submitted.

6. Kaplan University, Customer Service AB221
Title Page
APA Styled Assignment
David H. Butler
November 11, 2011
Kaplan University, Customer Service AB221

7. Reference Page References .
General Electric (2010). GE.com, Retrieved from
General Electric Video. (n.d.) Retrieved from
MT219/lextant.wmv
Gibson-Odgers, P. (2008). The World of Customer Service,
2nd Edition. (pg. 153, ) Mason, OH, Thomson
Learning
Note: At least 2 -3 APA formatted references including our textbook, the
company website and possibly one other research source would do.

8. Example of Citing Material & ebook Reference
Citing Examples:
Cultural forces are important factors to consider when it comes to customer service. These influences include a society and its culture(s) that bring about changes in attitudes, beliefs, norms, customs, and lifestyles (Gibson-Odgers, 2008). or
A tiered service system can defined as …………… (Gibson-Odgers, 2008). The first step in developing this system is ……… and this step is exemplified when ………
“Reference” would then be setup on the Reference Page as follows:
Gibson-Odgers, P. (2008). The World of Customer Service,
2nd Edition. (pg. 153, ) Mason, OH, Thomson Learning Inc.

9. Learn from Past Student Mistakes!
No bullet point lists
No 2 -3 sentence responses
Do not include the numbered questions in final submission.
Yes to a separate Title the beginning of the paper.
Yes to a separate Reference Page as the last page of the paper. least APA formatted References on this page)
Yes least citations within the paper itself. (i.e. a sentence or two ……… facts, stats or definitions …… that you found in research and supports your writing)

10. Let’s Review: Work Deadlines
Weekly Deadline: 11:59 pm EST.
If you are having a difficulty with work -- Contact me BEFORE the deadline for help!
Technology issues, work issues, & family issues not excuses for missing deadlines. (per syllabus)
Late policy guidelines are as follows:
1-7 calendar days late = 20% penalty
8-14 calendar days late = 30% penalty
more than 14 days = automatic zero
Unit 9 & 10 work must be handed in by deadline for credit. No extensions, because final grades due in week 10.
Read above & then below:
Late Policy is simple: If work not submitted by the unit deadlines, late policy will apply out of fairness to the entire class. No exceptions without a documented reason such as a hospital stay or death in the immediate family. Will automatically ask for a faxed or ed copy of documentation.
In general, there may occasionally be circumstances that will cause a student to fall behind in a unit.
If so, that work needs to be made up as quickly as possible.