|
|
||||||||
|
CUSTOMER SERVICE |
||||||||
|
Class Hours: 3.0 |
|
Credit Hours: 3.0 |
|
|||||
|
Laboratory Hours: 0.0 |
|
Revised: Spring 07 |
|
|||||
|
Note: This course is not designed for transfer credit. |
||||||||
|
|
|
|
|
|||||
|
Catalog Course Description: |
|
|
||||||
|
|
A practical course designed to prepare students to meet and exceed customers' expectations. The course focuses on communication, including listening, electronic, verbal, nonverbal and telephone communication skills and communicating in difficult and diverse customer situations. Techniques for learning involve simulations, observation research and an individual skill-building project. |
|||||||
|
Entry Level Standards: |
|
|
||||||
|
|
The student should be able to read and write at the college level. |
|||||||
|
Prerequisites: |
|
|
||||||
|
|
None |
|||||||
|
Textbook(s) and Other Course Materials: |
|
|||||||
|
|
Swartzlander, Anne. Serving Internal and External Customers.
( |
|||||||
|
I. Week/Unit/Topic Basis: |
|
|
||||||
|
|
Week |
Topic |
||||||
|
|
1 |
Customer Service |
||||||
|
|
2 |
Strategy and Systems
|
||||||
|
|
3 |
People |
||||||
|
|
4 |
Exceptional Performance |
||||||
|
|
5 |
Nonverbal Communication |
||||||
|
|
6 |
Verbal Communication |
||||||
|
|
7 |
Listening |
||||||
|
|
8-9 |
Telephone Communication |
||||||
|
|
10 |
Telephone Exercise
Demonstrations |
||||||
|
|
11 |
Problem Solving |
||||||
|
|
12 |
Mystery Shopping Project Presentations |
||||||
|
|
13 |
Exceptional Customer Service |
||||||
|
|
14 |
Problem Resolution and Recovery |
||||||
|
|
15 |
Final Exam Period |
||||||
|
II. Course Objectives*: |
|
|
||||||
|
|
A. |
Understand the principles of customer service and its relationship to and impact on marketing and the organization. I, II |
||||||
|
|
B. |
Identify customer needs and expectations and understand customer behavior. III, IV |
||||||
|
|
C. |
Improve customer service communication skills. V, VII |
||||||
|
|
D. |
Analyze customer service issues and problems and find solutions. III, IV, VII |
||||||
|
*Roman numerals after course objectives reference goals of the E-Commerce/Marketing program. |
||||||||
|
III. Instructional Processes*: |
|
|
||||||
|
Students will: |
|
|
|
|||||
|
|
1. |
Work in teams to analyze
customer service environments in the marketplace and/or case study situations
and impart their analysis using class presentation, class discussion, role playing,
and/or visual aids. Communication Outcome, Technological
Literacy Outcome, Transitional Strategy, Active Learning Strategy |
||||||
|
|
2. |
Conduct observations at local businesses and
analyze customer service delivery. Transitional Strategy, Active Learning
Strategy |
||||||
|
|
3. |
Development improvement goals for individual
customer service communication skills, devise and implement a plan of action,
and prepare a written report. Communication Outcome, Transitional
Strategy, Active Learning Strategy |
||||||
|
|
4. |
Practice telephone, listening, and verbal
communication skills by rehearsing and presenting customer service telephone
scenarios. Communication Outcome, Active Learning Strategy |
||||||
|
|
5. |
Use a work ethic based on customer service
standards as would be expected in the workplace, such as listening
attentively, punctuality, reliability, cooperation, and professionalism. Communication
Outcome, Active Learning Strategy |
||||||
|
*Strategies and outcomes listed after instructional processes reference TBR's goals for strengthening general education knowledge and skills, connecting coursework to experiences beyond the classroom, and encouraging students to take active and responsible roles in the educational process. |
||||||||
|
IV. Expectations for Student Performance*: |
|
|
||||||
|
Upon successful completion of this course, the student should be able to: |
||||||||
|
|
1. |
Understand customer service concepts and the relationship between customer service and current management and marketing theory and practice. A |
||||||
|
|
2. |
Understand the impact of customer service in contemporary marketing environments. A |
||||||
|
|
3. |
Describe the reasons customer service is a critical element in contemporary business environments. A |
||||||
|
|
4. |
Analyze how marketing and customer service strategies, organizational systems, and the personnel of an organization affect customer service. A |
||||||
|
|
5. |
Evaluate an organization's effectiveness in meeting customer service standards. A, B, D |
||||||
|
|
6. |
Identify and describe an organization's internal and external customers. B |
||||||
|
|
7. |
Determine customer needs and expectations. B |
||||||
|
|
8. |
Understand customer satisfaction and loyalty. A, B |
||||||
|
|
9. |
Understand and utilize customer service and satisfaction measurement techniques. A, B |
||||||
|
|
10. |
Learn customer service problem solving and conflict resolution strategies. D |
||||||
|
|
11. |
Listen more effectively. C |
||||||
|
|
12. |
Communicate effectively with customers’ non-verbally, verbally, and electronically. C |
||||||
|
|
13. |
Communicate effectively with customers by telephone. C |
||||||
|
|
14. |
Apply appropriate techniques for handling customer interaction, requests, problems, and complaints. D |
||||||
|
|
15. |
Communicate effectively in multicultural situations. A, B, C, D |
||||||
|
|
16. |
Investigate customer service issues and problems and develop solutions. D |
||||||
|
*Letters after performance expectations reference the course objectives listed above. |
||||||||
|
V. Evaluation: |
|
|
||||||
|
|
A. Testing Procedures: |
|||||||
|
|
A minimum of two exams is recommended. These should include situational questions and/or case studies. |
|||||||
|
|
B. Laboratory Expectations: |
|||||||
|
|
N/A |
|||||||
|
|
C. Field Work: |
|||||||
|
|
Evaluation of current customer service business environment. |
|||||||
|
|
D. Other Evaluation Methods: |
|||||||
|
|
Team and individual cases and projects. |
|||||||
|
|
E. Grading Scale: |
|||||||
|
|
92 -
100 A |
|||||||
|
VI. Policies: |
|
|
||||||
|
|
A. Attendance Policy: |
|||||||
|
|
|
|||||||
|
|
B. Academic dishonesty: |
|||||||
|
|
Plagiarism, cheating, and
other forms of academic dishonesty are prohibited. Students guilty of
academic misconduct, either directly or indirectly through participation or
assistance, are immediately responsible to the instructor of the class.
In addition to other possible disciplinary sanctions which may be imposed
through the regular |
|||||||
|
|
C. Accommodations for disabilities: |
|||||||
|
|
If you need accommodations because of a disability, if you have emergency medical information to share, or if you need special arrangements in case the building must be evacuated, please inform the instructor immediately. Please see the instructor privately after class or in his/her office. Students must present a current accommodation plan from a staff member in Services for Students with Disabilities (SSWD) in order to receive accommodations in this course. Services for Students with Disabilities may be contacted by going to Goins 127 or 131 or by phone: 694-6751(Voice/TTY) or 539-7153. |
|||||||
|
|
D. Computer Usage Guidelines: |
|||||||
|
|
College-owned or –operated
computing resources are provided for use by students of |
|||||||