This course is a comprehensive examination into the principles of customer service. The course looks at customer expectations, corporate expectations, and customer satisfaction.
Learning Objectives:
The student will:
Explain what the goal of customer service is.
Describe what is necessary to provide quality customer service.
Explain why keeping customer service employees motivated is important.
Discuss the role that customer service plays within an organization.
Explain the importance of training and development customer service employees.
Describe how to properly manage difficult customers.
Customer Service, 3rd Edition, by Elaine K. Harris. Prentice Hall, 2002/2003. ISBN: 0130978531
Supplementary Resources:
The students are encouraged to become familiar with other sources, especially those located electronically.
Assessment:
Read 6 case study assignments covering different aspects of Customer Service within the business environment.
Write a twelve page Reflective Paper on Customer Service using the APA style (5th Edition).
Academic Requirements:
All students are expected to "attend" the course by completing all course assignments in an academic manner and with complete preparation.
Grammar, punctuation, spelling and overall composition will be including in the grading of all assignments.
Students are required to complete each unit within a one-week time frame. At the students request, and successful completion of a unit in less than one week, the instructor will provide students with subsequent units of homework in advance.
Plagiarism will not be tolerated.
Method of Instruction:
BU614 – Customer Service is a distance-learning course offered through Canyon College. Because this class is a partially self-paced program in that you may complete a specific weeks work at anytime during that week timeframe, it is essential that the student review all available materials located in the text, classroom, e-mail, and syllabus. Course examinations will be administered on-line during the fourth and eighth weeks of class. Prior to the submission of the first assignment each student is required to submit via e-mail to the instructor the following information:
Name, e-mail address, course expectations, professional work experience, educational background and anything else you would like the instructor to know about you.
Course Schedule and Assignments:
Week 1
Unit 1: Read an academic article or case on customer service achievements and awards. Submit a two-three page analysis of the materials read.
Week 2
Unit 2: Read an academic article or case on customer service analysis. Submit a two-three page analysis of the materials read.
Week 3
Unit 3: Read an academic article or case on the economic aspects of customer service to the organization. Submit a two-three page analysis of the materials read.
Week 4
Unit 4: Submit a detailed description of the Reflective/Term Paper you have chosen covering a topic in Customer Service, including the purpose of the study and the limitations of the study. This can be done in two to three pages. Wait for the professor’s comments.
Week 5
Unit 5: Read an academic article or case on managing customer service. Submit a two-three page analysis of the materials read.
Week 6
Unit 6: Read an article or case on the public’s opinion of customer service in organizations. Submit a two-three page analysis of the materials read.
Week 7
Unit 7: Read an article or case on customer services role in marketing. Submit a two-three page analysis of the materials read.
Week 8 - Final Exam
Unit 8: Submit your twelve-page Reflective Paper to the instructor. Wait for the professor’s comments.
Grading criteria:
Readings:
50%
Reflective Paper:
50%
* This syllabus is subject to change at the discretion of the instructor.
