12/26/2024 8:48:07 PM	HOSP 51 Course Outline as of Fall 2014	Changed Course
CATALOG INFORMATION
Discipline and Nbr:  HOSP 51	Title:  CUSTOMER SERVICE
Full Title:  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. Covers the attributes of customer service-oriented businesses and development of appropriate customer service skills.

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. Covers the attributes of customer service-oriented businesses and development of appropriate customer service skills.

(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: Both Certificate and Major Applicable

COURSE CONTENT

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

Upon completion, students will be able to:

1.  Emphasize the importance of customer service in a customer oriented business or organization.

2.  Analyze the attributes necessary to provide excellent customer service.

3.  Assess customer needs and effectively utilize good customer service skills to achieve customer satisfaction.

4.  Apply effective communication skills in a customer service setting.

5.  Recognize and describe how to deal with difficult customers.

6.  Evaluate the effectiveness of various customer service techniques.

Topics and Scope

I.  Definition of Customer Service

II. Excellent Customer Service

   A.  Attitudes and servitude

   B.  First impressions

   C.  Techniques for exceeding customer's expectations

   D.  Professional image

III.  Relationship Building

   A.  Establishing rapport

   B.  Identifying customer needs (external)

   C.  Identifying coworker needs (internal)

   D.  Valuing customers

   E.  Retention building

        1.  Ongoing relationships

        2.  Attributes of a good customer service provider

IV.  Ethics

V.  Different types of customers

   A.  International customers

   B.  Generational differences

VI  Customer Communication Skills

   A.  Face-to-face

   B.  Telephone skills

   C.  Written communication

         1. Email

         2. Social Media

   D.  Proper language

   E.  Non-verbal communication-especially for international/cross-cultural

VII. Active Listening Skills

   A.   Anticipating a customer's needs  

    B.   Using listening skills to exceed expectations

VIII.  Dissatisfied Customers

   A.  Handling complaints

   B.  Fixing the problem

   C.  Recovery

   D.  Restore

Assignments:

Representative assignments:

1.  Reading approximately 30 pages per week

2.  Role play customer service scenarios including telephone skills

3.  Customer service case studies

4.  Visit a company and write a 2-3 page analysis of their customer service practices.

5.  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 10 - 20%
Report on company customer service practices
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills.		Problem Solving 30 - 40%
Case studies
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.		Skill Demonstrations 30 - 40%
Role playing
Exams: All forms of formal testing, other than skill performance exams.		Exams 10 - 20%
Final exam
Other: Includes any assessment tools that do not logically fit into the above categories.		Other Category 0 - 0%
None

Representative Textbooks and Materials:

Customer Service: Career Success through Customer Loyalty (6th Edition)

Published by Pearson Higher Ed, April 5, 2013

Instructor prepared materials.

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