This exercise requires constructing a syllabus.
196-108 Customer Service
Business Division
Instructor: Ann Charbonneau
Telephone: 394-6677 ext. 6365
Office Hours: By appointment.
Semester: Fall 2012
Credits: 1
Credits: 1
Email: ann.charbonneau@ witc.edu
Course Description
This course examines customer service as it relates to organizational quality. It addresses service models for internal and external customers, systems and strategies applied to customer service, and tools and techniques for gathering customer feedback and handling complaints.
Course Competencies
The competencies of this course include:
¨ Demonstrate an awareness of the relationship between customer service and quality improvement.
¨ Analyze a good model of customer service.
¨ Evaluate and develop a service strategy of a marketing, business or manufacturing enterprise.
¨ Develop a customer service training program for a marketing, business or manufacturing enterprise.
Course Approach
Classes will be a combination of discussions, activities, guest speakers and interactive lectures.
Required Text
Customer Service: Skills for Success. 5th edition. Robert W. Lucas
**This syllabus is subject to change based on class size or other environmental factors. Any and all changes will be presented to students in written form as an addendum to this original document.
Collegewide Outcomes
· Communicate Effectively
· Demonstrate Critical Thinking Skills
· Interact Socially
· Use Technology
Attendance
Please be on time. If you miss a class it is your responsibility to get the notes and assignments from another student. Establish a network with your classmates.
ASSESSMENT METHODS
Chapter Presentations
Students will alternate presenting 30 minute chapter recaps. Two students will be on each team for each chapter. Each presentation is worth 10 points.
Chapter Presentation Reviews
For the assigned chapters you are required to write a minimum of one paragraph related to the chapter presentation. Professional writing skills are expected to be utilized (grammar, spelling, and format are included in this). Be specific in your replies.
Answer the following questions:
- What information did you find most useful? Why?
- How does the chapter relate to personal experiences you have had?
The reviews will be handed in at the beginning of class. Each review is worth 10 points. It is very important to attend every class.
Guest Speakers Reflections
You are required to write a minimum of one paragraph related to the Guest Speaker’s presentation. Professional writing skills are expected to be utilized (grammar, spelling, and format are included in this). Share what qualities/concepts/approaches of Customer Service experiences shared by the speaker influenced you the most. What surprised you? Each reflection is worth 10 points.
I hope to set up a field trip or two so you can see excellent Customer Service in action.
Scoring
Point values are assigned to the various written exercises and projects. At the end of the semester, those points are used to calculate your grade for the course. The final course grade will be determined by dividing total points earned by the course’s total points.
TOTAL
A 95-100% B- 85-86% D+ 76-77
A- 93-94 C+ 83-84 D 72-75
B+ 91-92 C 80-82 D- 70-71
B 87-90 C- 78-79 F 0-69
Missed assignments earn ‘0’ points. Late assignments will receive a deduction. Keep in mind, if you miss a presentation you miss a 10 point assignment review. The same holds true if you miss presenting your chapter, 10 points missed. It is very important to attend every class.
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