SRJC Course Outlines

9/19/2019 11:47:21 AMHOSP 103 Course Outline as of Fall 2019

Inactive Course
CATALOG INFORMATION

Discipline and Nbr:  HOSP 103Title:  CUSTOMER RELATIONS  
Full Title:  Customer Relations
Last Reviewed:4/23/2013

UnitsCourse Hours per Week Nbr of WeeksCourse Hours Total
Maximum3.00Lecture Scheduled3.0017.5 max.Lecture Scheduled52.50
Minimum3.00Lab Scheduled06 min.Lab Scheduled0
 Contact DHR0 Contact DHR0
 Contact Total3.00 Contact Total52.50
 
 Non-contact DHR0 Non-contact DHR Total0

 Total Out of Class Hours:  105.00Total Student Learning Hours: 157.50 

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:
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Customer service is a vital element in sales and marketing of all companies, small and large.  Principles and techniques for delivering outstanding customer service in the beverage, restaurant, retail and hotel industries through personal and shared experiences, role playing, group activities and research.  Service is all about customer relationships.

Prerequisites/Corequisites:


Recommended Preparation:
Eligibility for ENGL 100 or ESL 100

Limits on Enrollment:

Schedule of Classes Information
Description: Untitled document
Customer service is a vital element in sales and marketing of all companies, small and large.  Principles and techniques for delivering outstanding customer service in the beverage, restaurant, retail and hotel industries through personal and shared experiences, role playing, group activities and research.  Service is all about customer relationships.
(Grade or P/NP)

Prerequisites:
Recommended:Eligibility for ENGL 100 or ESL 100
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: Not Certificate/Major Applicable



COURSE CONTENT

Outcomes and Objectives:
Upon completion of the course, students will be able to:
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Upon completion of this course, the student will be able to:
1. Compare customer service programs and industry standards
2. Define excellent customer relations
3. Demonstrate customer relations communication skills
4. Analyze the challenges of customer service
5. Manage conflicts with co-workers and customers

Topics and Scope
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I.  Definitions of Customer Relations
     a) What is customer relations?
      b) Preventative vs. Reactive approach
     c) Proactive service
     d) Integrity
     e) Empathy
      f) Sympathy
     g) Compassion
II.  Current Customer Service Programs and Industry Standards
     a) Analyze the attributes of a customer service oriented business
     b) Trends
     c) Best Practices
     d) Evaluate the effectiveness of various customer service techniques
III. Excellent Customer Relations
     a) Attitudes and Servitude
     b) First Impression
     c) Assessing customer service needs
     d) Observation
     e) Read and interpret verbal & non-verbal communication
     f ) Rating a signature service component
     g) Cost of losing customers and effect on reputation
     h)Techniques for exceeding customers' expectations
IV. Professional Image
     a) Manners
     b) Telephone etiquette
     c) Grooming
     d) Work area
     e) Tone of voice
     f) Thank you letters
V. The Challenges of Customer Service
    a) Power of perception
    b) Understanding of expectations
    c) Inter-cultural aspects
VI. Managing Conflict with Co-Workers
    a) How internal conflict affects the customer
    b) The four conflict traps and how to avoid them
VII. Customer Satisfaction and Problem Resolution

Assignments:
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1. Weekly reading assignments (approximately 10-20 pages)
2. Journal of customer service observations - daily diary
3. Weekly company profile papers
4. Class discussion and group work
5. Role playing activities
6. 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
15 - 25%
Weekly profiles and journal
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills.Problem Solving
5 - 15%
Group work
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.Skill Demonstrations
35 - 55%
Role playing activities
Exams: All forms of formal testing, other than skill performance exams.Exams
10 - 15%
Final Exam
Other: Includes any assessment tools that do not logically fit into the above categories.Other Category
5 - 15%
Class discussions


Representative Textbooks and Materials:
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Customer Service: A Practical Approach; Elaine Harris; 6th Ed. 2012

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