SRJC Course Outlines

6/18/2024 8:06:19 AMHOSP 51 Course Outline as of Summer 2007

Changed Course
CATALOG INFORMATION

Discipline and Nbr:  HOSP 51Title:  INTRO CUSTOMER SERVICE  
Full Title:  Introduction to Customer Service
Last Reviewed:2/11/2014

UnitsCourse Hours per Week Nbr of WeeksCourse Hours Total
Maximum1.00Lecture Scheduled3.006 max.Lecture Scheduled18.00
Minimum1.00Lab Scheduled02 min.Lab Scheduled0
 Contact DHR0 Contact DHR0
 Contact Total3.00 Contact Total18.00
 
 Non-contact DHR0 Non-contact DHR Total0

 Total Out of Class Hours:  36.00Total Student Learning Hours: 54.00 

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: 

Catalog Description:
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Introduction to principles and techniques for delivering outstanding customer service in the beverage, restaurant, and hotel industries. Covers the attributes of customer service-oriented businesses and basic customer service skills. Includes one or more on site observations.

Prerequisites/Corequisites:


Recommended Preparation:
Eligibility for ENGL 100 or ESL 100

Limits on Enrollment:

Schedule of Classes Information
Description: Untitled document
Introduction to principles and techniques for delivering outstanding customer service in the beverage, restaurant, and hotel industries. Covers the attributes of customer service-oriented businesses and basic customer service skills. Includes one or more on site observations.
(Grade or P/NP)

Prerequisites:
Recommended:Eligibility for ENGL 100 or ESL 100
Limits on Enrollment:
Transfer Credit:CSU;
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:TransferableEffective:Fall 2000Inactive:Fall 2015
 
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:
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Upon completion of this course, the student will be able to:
1.  Discuss the importance of customer service to a successful business.
2.  Analyze the attributes of a customer service oriented business.
3.  Assess customer needs and effectively utilize good customer service
   skills to achieve customer satisfaction.
4.  Apply effective telephone skills in a customer service setting.
5.  Recognize and describe how to avoid stress and burnout in a customer
   service job.
6.  Evaluate the effectiveness of various customer service techniques.

Topics and Scope
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I.   Introduction
    A. The importance and goals of outstanding customer service
    B. 3 C's of customer service
       1. Customization
       2. Contact
       3. Convenience
    C. A new perspective on potential customers
       1. External customers
       2. Internal customers
    D. Evaluating personal level of customer service delivery
    E. Attributes of a good customer service provider
       1. Show a desire to serve
       2. Step outside yourself
       3. Take responsibility for your mistakes
       4. Take action
II.  Attributes of a customer service oriented business
     A. The kinds of "Wow" factors good companies use
     B. Ways to deliver "Wows"
     C. Examples of companies' best "Wow" factors
III.  Customer Service Keys
     A. Right attitude
     B. Understand the customer's needs
     C. Communicate clearly
     D. Reach agreement
     E. Check understanding
     F. Take action
     G. Build on satisfaction
IV.   Customer Service Skills
     A. How to handle an unhappy or difficult customer
     B. How to handle complaints
     C. "Guest First"
     D. Customer input and evaluation
     E. Steps to great customer service
V.    Telephone Skills
     A. The effect of your voice
     B. Telephone effectiveness
     C. How to answer a call
     D. How to transfer a call
     E. How to take an accurate message
VI.   Avoiding Stress and Burnout
     A. Coping with frustration
     B. Controlling your environment
     C. Strategies for avoiding stress and burnout
VII.  A Customer Service Oriented Company Culture
     A. Industry examples
     B. Benefits
        1. Loyal customers
        2. Enthusiastic employees
        3. Thriving business

Assignments:
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Representative assignments:
1.  Reading: 5-15 pages per week.
2.  Answer discussion questions at the end of each chapter of reading.
3.  Role play: customer service scenarios; telephone skills.
4.  Visit one business to observe customer service policies and practices.
Write a 1-2 page report evaluating customer service quality and present
findings orally in class.
5. Customer service plan: using the above findings, write a 1-2 page plan
for improving customer service. Present orally in class.
6.  Research a company, including mission statement, "Wow" factors,
customer service policies and procedures. Write a 2-3 page analysis, with
documentation, of company's culture as it relates to customer service.
7. Final exam.

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
30 - 50%
Reports; customer service plan
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills.Problem Solving
10 - 20%
Chapter questions
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.Skill Demonstrations
10 - 20%
Role playing
Exams: All forms of formal testing, other than skill performance exams.Exams
20 - 30%
Multiple choice, True/false, Matching items, Completion, Short answer
Other: Includes any assessment tools that do not logically fit into the above categories.Other Category
5 - 10%
Oral report


Representative Textbooks and Materials:
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Gee, Jeff and Val Gee. Super Service: Seven Keys to Delivering Great
Customer Service Even When You Don't Feel Like It Even When They Don't
Deserve It. McGraw-Hill, 2002.
Instructor prepared materials.

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