SRJC Course Outlines

11/24/2020 4:14:51 AMHOSP 51 Course Outline as of Fall 2015

Inactive Course
CATALOG INFORMATION

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

UnitsCourse Hours per Week Nbr of WeeksCourse Hours Total
Maximum1.00Lecture Scheduled1.0017.5 max.Lecture Scheduled17.50
Minimum1.00Lab Scheduled02 min.Lab Scheduled0
 Contact DHR0 Contact DHR0
 Contact Total1.00 Contact Total17.50
 
 Non-contact DHR0 Non-contact DHR Total0

 Total Out of Class Hours:  35.00Total 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:
Untitled document
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: Untitled document
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:
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: Both Certificate and Major Applicable



COURSE CONTENT

Outcomes and Objectives:
Upon completion of the course, students will be able to:
Untitled document
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
Untitled document
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:
Untitled document
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:
Untitled document
Customer Service: Career Success through Customer Loyalty (6th Edition)
Published by Pearson Higher Ed, April 5, 2013
Instructor prepared materials.

Print PDF