Homework answers / question archive / New Perspectives Word 2019 | Modules 1-4: SAM Capstone Project 1a Wellhaven Insurance Group COMPLETING A CUSTOMER SERVICE HANDBOOK GETTING STARTED ? Open the file NP_WD19_CS1-4a_ FirstLastName _1

New Perspectives Word 2019 | Modules 1-4: SAM Capstone Project 1a Wellhaven Insurance Group COMPLETING A CUSTOMER SERVICE HANDBOOK GETTING STARTED ? Open the file NP_WD19_CS1-4a_ FirstLastName _1

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New Perspectives Word 2019 | Modules 1-4: SAM Capstone Project 1a

Wellhaven Insurance Group

COMPLETING A CUSTOMER SERVICE HANDBOOK

GETTING STARTED

?

Open the file

NP_WD19_CS1-4a_

FirstLastName

_1.docx

, available for download from

the SAM website.

?

Save the file as

NP_WD19_CS1-4a_

FirstLastName

_2.docx

by changing the “1” to a

“2”.

?

If you do not see the .docx file extension in the Save As dialog box, do not type it. The

program will add the file extension for you automatically.

?

To complete this SAM Project, you will also need to download and save the following data

files from the SAM website onto your computer:

?

Support_WD19_CS1-4_Customers.docx

?

Support_WD19_CS1-4_Icons.png

?

With the file

NP_WD19_CS1-4a_

FirstLastName

_2.docx

still open, ensure that your

first and last name is displayed in the footer.

?

If the footer does not display your name, delete the file and download a new copy from

the SAM website.

PROJECT STEPS

1.

As the assistant director of training in the Customer Service Department at Wellhaven

Insurance Group, you are completing a handbook for customer service agents. On page

1, rotate the picture to the right by

90°

so that it has the correct orientation.

2.

Change the theme colors of the document to

Paper

to coordinate with the company

colors.

3.

On page 2, insert a

Dropped

Drop Cap at the beginning of the first body paragraph ("At

Your Service is a digital tool...") to mark the beginning of the body text.

4.

Provide more detailed information as follows:

a.

Find the sentence "Customers prefer using...exchanging email messages."

b.

After the period at the end of the sentence, insert a footnote with the following

text:

About 55 percent of our customers prefer live chat.

5.

Insert a picture as follows to illustrate the options in the At Your Service app:

a.

Insert the picture

Support_WD19_CS1-4_Icons.png

in the blank paragraph after

step 2 in the "Getting Started with At Your Service" section.

b.

Resize the picture to a width of

2"

.

6.

Add visual interest to the "Chatting with Customers" section as follows:

a.

To the left of the "Customers can use...conduct the dialogue." paragraph, insert a

Speech Bubble: Rectangle with Corners Rounded

shape from the Callouts

section of the Shapes gallery.

[Mac Hint:

Rounded Rectangular Callout

]

b.

Resize the shape to a height of

0.5"

and a width of

0.5"

c.

Apply the

Colored Fill – Orange, Accent 2

shape style.

d.

Type three periods (an ellipses) into the shape.

e.

Change the font size of the shape text to

18 point

.

f.

Apply

Square

text wrapping to the shape.

g.

Move the anchor point of the shape to the beginning of the paragraph "Customers

can use At Your Service...."

7.

Format the paragraphs in the "Chatting with Customers" section as follows:

a.

Create a bulleted list beginning with the paragraph "At Your Service...Can I help

you?" and ending with the paragraph "Click the More button...and previous visits."

b.

Increase the indent of the paragraph "When you receive...the conversation." and

the paragraph "As you type...you are responding." by one level.

8.

On page 3, add a border to the picture of the app using the

Blue-Gray, Accent 6

border

color.

9.

Illustrate ways to increase customer satisfaction as follows:

a.

In the blank paragraph in the "Increasing Customer Satisfaction" section, insert a

Vertical Equation

SmartArt from the Relationship section of the SmartArt gallery.

b.

Enter the following text in the shapes:

Upper-left shape:

Response time

Lower-left shape:

Tone

Right shape:

Satisfaction

10.

Format the SmartArt as follows to suit the appearance and layout of the document:

a.

Change the SmartArt colors to

Colored Fill – Accent 2

.

b.

Change the SmartArt style to

Moderate Effect

.

c.

Resize the SmartArt to a height of

3.1"

.

11.

On page 4, use the Format Painter to copy the formatting from the text "Response time"

to the text "Customer information" to use consistent font formats in the "Interacting with

Customers" section.

12.

Insert a

Continuous

section break in each of the following locations on page 4 to

prepare for inserting columns and balancing them:

a.

At the beginning of the paragraph "Response time...long it will take."

b.

In the blank paragraph above the "Creating Cases" heading

13.

Format the section you created (beginning "Response time..." and ending "...the key to a

solution.") into two columns.

14.

Insert and format a text box as follows to provide additional information about customer

cases:

a.

Draw a

text box

to the right of the paragraph "When a customer has...handling

each day." in the "Creating Cases" section.

b.

Resize the text box to a height of

1.29"

and a width of

3"

.

c.

Position the text box using the

Middle Right with Square Text Wrapping

option.

d.

Copy and paste the paragraph in the document

Support_WD19_CS1-

4_Customers.docx

, available for download from the SAM website, into the new

text box.

e.

Apply the

Subtle Effect, Orange, Accent 2

shape style to the text box.

15.

Format the table in the "Creating Cases" section as follows to improve its appearance:

a.

Apply the

Grid Table 4—Accent 6

table style.

b.

Merge the first two cells in the last row (cells A5 and B5).

c.

Apply the

Align Top Right

alignment to the merged cell.

d.

AutoFit the table to its contents.

16.

In the blank cell of the table (cell C5), insert a formula that sums the values above the

cell.

17.

Modify the table in the "Background Information" section as follows to add new

information and to coordinate with the table in the "Creating Cases" section:

a.

Remove the special formatting for the first column.

b.

Repeat the header row across pages.

c.

Insert a new row at the end of the table.

d.

Enter the following text in the first cell of the new row:

Would use online chat

again

e.

Enter

60

in the second cell of the new row.

f.

Sort the table in descending order based on the numbers in the Percentage (%)

column.

18.

On page 5, apply

24 point

spacing before the paragraph beginning "Do you want to

add..." to separate the paragraph from the rest of the document.

19.

At the end of the "Do you want to add..." paragraph, enter

info@wellhaven.cengage.com

and press SPACEBAR to format the email address as a

hyperlink.

20.

In the address line paragraph ("Wellhaven Insurance...wellhaven.cengage.com"), replace

the text "[insert bullet]" with a Bullet (a filled circle) from the Symbol gallery.

21.

In the same paragraph, remove the hyperlink from the web address

"wellhaven.cengage.com" to format it as regular text.

22.

Shade the three paragraphs including the "Do you want to add...

info@wellhaven.cengage.com" sentence, the paragraph with the logo, and the address

line paragraph with

Blue-Gray, Accent 6, Lighter 60%

shading to separate the

paragraphs from the rest of the document.

 

23.

Add a

Top Border

to the paragraph "Do you want to add..." and then change the border

color to

Blue-Gray, Accent 6, Darker 25%

to emphasize the separation.

24.

Find all instances of the word "dialogue" in the document, and replace it with the word

chat

to use the correct term.

25.

Check the Spelling & Grammar in the document to identify and correct any spelling

errors. (

Hint

: Ignore names and grammar suggestions.)

Your document should look like the Final Figure on the following pages. Save your changes, close

the document, and then exit Word. Follow the directions on the SAM website to submit your

completed project.