8/31/2024 8:21:08 PM |
| Changed Course |
CATALOG INFORMATION
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Discipline and Nbr:
ADLTED 771 | Title:
CUSTOMER SERVICE |
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Full Title:
Customer Service |
Last Reviewed:11/28/2022 |
Units | Course Hours per Week | | Nbr of Weeks | Course Hours Total |
Maximum | 0 | Lecture Scheduled | 0 | 9 max. | Lecture Scheduled | 0 |
Minimum | 0 | Lab Scheduled | 2.00 | 3 min. | Lab Scheduled | 18.00 |
| Contact DHR | 0 | | Contact DHR | 0 |
| Contact Total | 2.00 | | Contact Total | 18.00 |
|
| Non-contact DHR | 0 | | Non-contact DHR Total | 0 |
| Total Out of Class Hours: 0.00 | Total Student Learning Hours: 18.00 | |
Title 5 Category:
Non-Credit
Grading:
Non-Credit Course
Repeatability:
27 - Exempt From Repeat Provisions
Also Listed As:
Formerly:
CSKLS 771
Catalog Description:
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Introduction to principles and techniques for delivering outstanding customer service. Students will examine the attributes of customer service-oriented businesses and development of appropriate customer service skills.
Prerequisites/Corequisites:
Recommended Preparation:
Limits on Enrollment:
Schedule of Classes Information
Description:
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Introduction to principles and techniques for delivering outstanding customer service. Students will examine the attributes of customer service-oriented businesses and development of appropriate customer service skills.
(Non-Credit Course)
Prerequisites:
Recommended:
Limits on Enrollment:
Transfer Credit:
Repeatability:27 - Exempt From Repeat Provisions
ARTICULATION, MAJOR, and CERTIFICATION INFORMATION
Associate Degree: | Effective: | | Inactive: | |
Area: | | |
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CSU GE: | Transfer Area | | Effective: | Inactive: |
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IGETC: | Transfer Area | | Effective: | Inactive: |
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CSU Transfer: | | Effective: | | Inactive: | |
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UC Transfer: | | Effective: | | Inactive: | |
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C-ID: |
Certificate/Major Applicable:
Certificate Applicable Course
COURSE CONTENT
Student Learning Outcomes:
At the conclusion of this course, the student should be able to:
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1. Demonstrate appropriate communication skills and customer service techniques that serve a diverse range of customers.
Objectives:
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At the conclusion of this course, the student should be able to:
1. Describe the importance of customer service in a customer-oriented business or organization
2. Perform steps in customer service sequence
3. Apply appropriate strategies to meet the needs of international and multi-generational customers
4. Apply effective communication skills in a customer service setting
5. Recognize and describe how to deal with challenging customers
6. Evaluate the effectiveness of various customer service techniques
7. Identify customer needs and methods to achieve customer satisfaction
Topics and Scope
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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. Types of Customers
A. International customers
B. Generational differences
V. 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
VI. Active Listening Skills
A. Anticipating a customer's needs
B. Using listening skills to exceed expectations
VII. Dissatisfied Customers
A. Handling complaints
B. Fixing the problem
C. Recovering the sale
D. Restoring the relationship
Assignments:
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1. Role play customer service scenarios including telephone skills, individually and in groups
2. Analyze customer service case studies in groups
3. Take notes during class using template
4. Create and deliver a short presentation describing what it means to provide excellent customer service
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 0 - 0% |
None | |
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 0 - 0% |
None | |
Other: Includes any assessment tools that do not logically fit into the above categories. | Other Category 20 - 30% |
Short presentation on customer service; attendance and participation; taking notes | |
Representative Textbooks and Materials:
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Customer Service: Career Success through Customer Loyalty. 6th ed. Timm, Paul. Pearson. 2013 (classic)
Instructor prepared materials.
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