5/9/2025 1:23:27 AM	BOT 154.2 Course Outline as of Fall 2014	Inactive Course
CATALOG INFORMATION
Discipline and Nbr:  BOT 154.2	Title:  CUST SERV SKILLS
Full Title:  Customer Services Skills for Business
Last Reviewed:3/3/2008

Units		Course Hours per Week			Nbr of Weeks	Course Hours Total
Maximum	.50	Lecture Scheduled	.50		17.5 max.	Lecture Scheduled	8.75
Minimum	.50	Lab Scheduled	0		2 min.	Lab Scheduled	0
		Contact DHR	0			Contact DHR	0
		Contact Total	.50			Contact Total	8.75
		Non-contact DHR	0			Non-contact DHR Total	0

Total Out of Class Hours:  17.50

Total Student Learning Hours: 26.25

Title 5 Category:  AA Degree Applicable
Grading:  Grade or P/NP
Repeatability:  00 - Two Repeats if Grade was D, F, NC, or NP
Also Listed As: 
Formerly:  BOT 87.25

Catalog Description:

Quality customer service is the foundation upon which an organization's success and profits are built.  This course will especially help the front-line employee acquire specific skills in dealing effectively with customers and clients to gain new business and retain business relationships.  

Prerequisites/Corequisites:

Recommended Preparation:

Limits on Enrollment:

Schedule of Classes Information
Description:

Designed for employees in business offices.  Develop skills to deal effectively with customers and clients to gain new business and retain business relationships.  

(Grade or P/NP)
Prerequisites:
Recommended:
Limits on Enrollment:
Transfer Credit:
Repeatability:00 - Two Repeats if Grade was D, F, NC, or NP

ARTICULATION, MAJOR, and CERTIFICATION INFORMATION

Associate Degree:		Effective:		Inactive:
Area:
CSU GE:	Transfer Area			Effective:	Inactive:
IGETC:	Transfer Area			Effective:	Inactive:
CSU Transfer:		Effective:		Inactive:
UC Transfer:		Effective:		Inactive:
C-ID:

Certificate/Major Applicable: Certificate Applicable Course

COURSE CONTENT

Outcomes and Objectives:
At the conclusion of this course, the student should be able to:

Upon completion of the course, students will be able to:

1.  Identify and apply the basics of quality customer service

2.  Apply proper telephone techniques

3.  Identify customer needs

4.  List reasons for poor service

5.  Discuss the customer's perception

6.  Develop a retention plan  

Topics and Scope

1.  Quality customer service

   a.  Everyone's responsibility

   b.  Importance of the telephone in your organization

   c.  Proper telephone techniques

2.  Understanding customer needs

   a.  What your customer wants

   b.  Attitude is your key

   c.  Quality customer service defined

3.  Managing the customer's perception

   a.  Case study and exercise

   b.  Action plan for better service

4.  Developing superior customer service programs

5.  Customer retention

   a.  Developing customer retention programs

   b.  Retention through customer service marketing

   c.  Retention through recovery

   d.  Retention through training

   e.  Retention through rapport and effective communication

   f.  Ways to keep your customers  

Assignments:

Quizzes on course information

Case studies

Written retention plan

Group discussion on topics  

Methods of Evaluation/Basis of Grade.

Writing: Assessment tools that demonstrate writing skill and/or require students to select, organize and explain ideas in writing.		Writing 10 - 45%
Written homework
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills.		Problem Solving 20 - 40%
Homework problems, Quizzes, Exams, Analyzing case studies, discussion topics, eval.
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.		Skill Demonstrations 0 - 0%
None
Exams: All forms of formal testing, other than skill performance exams.		Exams 15 - 30%
Multiple choice, True/false
Other: Includes any assessment tools that do not logically fit into the above categories.		Other Category 15 - 30%
Self-evaluation reports

Representative Textbooks and Materials:

Beyond Customer Service, Gerson, Crisp Publication, 1998. (classic)

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