12/26/2024 6:39:53 PM	HOSP 51 Course Outline as of Fall 2009	Changed Course
CATALOG INFORMATION
Discipline and Nbr:  HOSP 51	Title:  INTRO CUSTOMER SERVICE
Full Title:  Introduction to Customer Service
Last Reviewed:2/11/2014

Units		Course Hours per Week			Nbr of Weeks	Course Hours Total
Maximum	1.00	Lecture Scheduled	1.00		17.5 max.	Lecture Scheduled	17.50
Minimum	1.00	Lab Scheduled	0		2 min.	Lab Scheduled	0
		Contact DHR	0			Contact DHR	0
		Contact Total	1.00			Contact Total	17.50
		Non-contact DHR	0			Non-contact DHR Total	0

Total Out of Class Hours:  35.00

Total Student Learning Hours: 52.50

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:

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:

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:	Transferable	Effective:	Fall 2000	Inactive:	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:

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

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:

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:

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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