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Jeff Ward |
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BUSN165 - Managing Customer Service Required Text:
Customer Service Skills and
Concepts for Success,
Robert Lucas, Glencoe/McGraw-Hill, Required Readings: In addition to the text, you will be required to read current articles and web content. You will be expected to apply text and articles to assignments and tests. Powerpoint Slides by Chapter:
Course Overview: This course presents foundations for the skills and knowledge necessary to work effectively with customers. Covered topics are customer behavior, use of technology, diversity in customers, how to manage stress and time, how to encourage customer loyalty, and how to communicate effectively in writing. Case studies, role playing, exercises, and internet activities will be utilized throughout the course. Learning Outcomes: At the successful completion of this course, students will:
Assessment: Grades will be earned through:
Late work: Points for class participation cannot be made up. Other work can be turned in up to one week late, with a late penalty of 20%. No assignments later than one week will be accepted. Makeup Exams: You are limited to one excused makeup exam per quarter. There is a 40% penalty for all exams taken “late” after your first excused exam. An exam qualifies as excused if you notify the instructor via phone or email no later than the end of day on the scheduled day of the exam. Attendance Guidelines: You cannot earn participation points if you do not participate. More importantly, however, you will miss a learning opportunity that will affect your success in later assignments and tests. Academic Integrity: Education assumes a high level of trust between the instructor and students. You will be expected to communicate with class members and the instructor in a professional and respectful manner. All work on exams and individual assignments must be the product of your own efforts and, if you are referencing outside sources, you must site those sources in your work. Statements on Accessibility: If you need course adaptations or accommodations because of a disability; if you have emergency medical information to share with the instructor; or if you need special arrangements in case the building must be evacuated, please provide the instructor with a Letter of Accommodation from the Office of Access Services. Access Services is located in Building 6 in the Student Development Center. Cell Phones: Please turn off the ring on your phone when you come to class. Class Completion: Students must complete the first 8 weeks of course work with a passing grade (at least 0.7, or 62%) to be eligible for an incomplete grade. Discuss the possibility of earning an incomplete grade with me prior to last week of instruction. Term Papers There will be four one-page papers due during the quarter. Term papers are to be typed, spell-checked, and organized utilizing a writing model of introduction, body, and conclusion that effectively and concisely communicates your message. Each paper is worth 100 points. Paper #1: Contact someone currently working in a Customer Service capacity in an organization, and ask for an informational interview (may be over the phone). The following questions can be used as a basis for the interview. · How long have you been in customer service? · Who makes up your primary customer base (internal, external, or combination)? · For what product(s) or service(s) do you provide support? · How many customers do you (does your organization) service daily? · In your view, how important are basic communication skills in customer service? Explain. · Is most of your service over the phone or in person? · What has been your biggest customer service challenge in the past year? Ever? · What trends are you seeing in customer service today? · What one piece of advice would you give someone starting out in customer service today? Write out an introduction explaining who and where you interviewed, then write the questions asked and the answers given. Your concluding paragraph will paraphrase what customer service is based on your interview. Paper #2: Think about a positive customer service experience that happened to you, or to someone else while you watched. What was the situation? What words did the customer service representative use to handle the situation? What was it about these words that made this a positive experience for you? What did you learn about words to use to improve customer service? Do the same for a negative experience. Write a concluding paragraph about positive verbal communication in customer service Papers #3 & #4 will be handed out in class. Class Schedule (Subject to change.)
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