SRJC Course Outlines

12/6/2022 3:04:58 AMBOT 154.2 Course Outline as of Fall 2014

Inactive Course

Discipline and Nbr:  BOT 154.2Title:  CUST SERV SKILLS  
Full Title:  Customer Services Skills for Business
Last Reviewed:3/3/2008

UnitsCourse Hours per Week Nbr of WeeksCourse Hours Total
Maximum.50Lecture Scheduled.5017.5 max.Lecture Scheduled8.75
Minimum.50Lab Scheduled02 min.Lab Scheduled0
 Contact DHR0 Contact DHR0
 Contact Total.50 Contact Total8.75
 Non-contact DHR0 Non-contact DHR Total0

 Total Out of Class Hours:  17.50Total 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:
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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.  


Recommended Preparation:

Limits on Enrollment:

Schedule of Classes Information
Description: Untitled document
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)

Limits on Enrollment:
Transfer Credit:
Repeatability:00 - Two Repeats if Grade was D, F, NC, or NP


Associate Degree:Effective:Inactive:
CSU GE:Transfer Area Effective:Inactive:
IGETC:Transfer Area Effective:Inactive:
CSU Transfer:Effective:Inactive:
UC Transfer:Effective:Inactive:

Certificate/Major Applicable: Certificate Applicable Course


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

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

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