8/31/2024 6:28:57 PM |
| New Course (First Version) |
CATALOG INFORMATION
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Discipline and Nbr:
HOSP 53 | Title:
CUSTOMER SERVICE |
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Full Title:
Customer Service |
Last Reviewed:9/14/2020 |
Units | Course Hours per Week | | Nbr of Weeks | Course Hours Total |
Maximum | 1.50 | Lecture Scheduled | 1.50 | 17.5 max. | Lecture Scheduled | 26.25 |
Minimum | 1.50 | Lab Scheduled | 0 | 2 min. | Lab Scheduled | 0 |
| Contact DHR | 0 | | Contact DHR | 0 |
| Contact Total | 1.50 | | Contact Total | 26.25 |
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| Non-contact DHR | 0 | | Non-contact DHR Total | 0 |
| Total Out of Class Hours: 52.50 | Total Student Learning Hours: 78.75 | |
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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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:
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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: | | |
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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: | Transferable | Effective: | Fall 2014 | Inactive: | |
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UC Transfer: | | Effective: | | Inactive: | |
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C-ID: |
Certificate/Major Applicable:
Certificate Applicable Course
COURSE CONTENT
Outcomes and Objectives:
At the conclusion of this course, the student should be able to:
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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
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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. 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:
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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 0 - 0% |
None | |
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 30 - 50% |
Role-playing | |
Representative Textbooks and Materials:
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Customer Service: Career Success through Customer Loyalty (6th Edition) Published by Pearson Higher Ed, April 5, 2013
Instructor prepared materials.
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