CHATTANOOGA STATE TECHNICAL COMMUNITY COLLEGE CHATTANOOGA ...

CHATTANOOGA STATE TECHNICAL COMMUNITY COLLEGE

CHATTANOOGA, TN

COURSE SYLLABUS

MG 176 ¨C CUSTOMER SERVICE SKILLS

Instructor:

Phone:

Email:

Gene Ragghianti

(423) 499-2272

via eLearn

Class Hours/Credit Hours: 3/3

Semester: Fall 2010

Time/Room: 12:30 ¨C 1:45 Omni B119

Catalogue Course Description:

An introduction to customer service including analysis of personal and group service skills;

components of good customer service; focus on customer retention and matching customer

needs with business features; dealing effectively with dissatisfied customers through listening and

communication skills.

Prerequisite and/or Co-requisite: None

College level reading: English

Entry Level Standards: Must be at college level in reading, writing and math

Textbook (OPTIONAL):

Lucas, Robert W., CUSTOMER SERVICE ¨CBuilding Successful Skills For The Twenty-First

rd

Century, 3 ed. ISBN 0-07-293805-6, McGraw-Hill, Irwin. Additional readings may be assigned.

Supplemental Website: A supplemental website within CSTCC eLearn will be utilized for

communication and other activities associated with the class.

I.Program and Student Learning Outcomes Assessed:

PSLO 1: Describe the operations and functions of various business models.

CSLO 1: Define and analyze the elements of customer service

CSLO 8: Understand customer service and technology

CSLO 9: Understand the concept of customer loyalty

CSLO 10: Define and demonstrate service recovery

PSLO 4: Apply critical thinking to business decision making.

CSLO 2: Understand the elements of a customer service culture

CSLO 4: Understand the needs and expectations of customers

PSLO 6: Apply communication skills in diverse business settings.

CSLO 3: Demonstrate communication skills

CSLO 5: Develop skills to deal effectively with customers

CSLO 6: Understand the dynamics of interpersonal encounters

CSLO 7: Learn how to work with difficult customers

CSLO 8: Develop and utilize listening skills

II. Topics

What is Customer Service?

Contributing to the Service Culture

Verbal Communication

Non-verbal Communication

Listening Skills

Customer Service and Behavior

Serving Difficult Customers

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Service Recovery

III. Assessments

Written Reports (14)

Tests (4)

Final exam (1)

Field Project (1)

CSLO1

CSLO2

Test

Final

Exam

Writte

n

Report

s

Partici

pation

Field

Project

Test

Final

Exam

Writte

n

Report

s

Partici

pation

Field

Project

CSLO3

CSLO4

Test

Final

Exam

Writte

n

Report

s

Partici

pation

Field

Project

Test

Final

Exam

Writte

n

Report

s

Partici

pation

Field

Project

CSLO5

Test

Final

Exam

Writte

n

Report

s

Partici

pation

Field

Project

CSLO6

CSLO7

CSLO8

Test

Final

Exam

Writte

n

Report

s

Partici

pation

Field

Project

Test

Final

Exam

Writte

n

Report

s

Partici

pation

Field

Project

Test

Final

Exam

Writte

n

Report

s

Partici

pation

Field

Project

CSLO9

CSLO1

0

Test

Test

Final

Final

Exam

Exam

Writte Writte

n

n

Report Report

s

s

Partici Partici

pation pation

Field

Field

Project Project

IV Assessments Instructions

Lectures including actual examples will be used in class to explain key concepts of customer

service. Classroom discussion will assist to articulate concepts, theories and applications of

topics discussed in class.

Students will be assigned reading topics for each week and are expected to submit written

reports summarizing the material in the readings. All assignments must be word processed,

professional in appearance and turned in no later than the due date. Assignments are to be

submitted via the eLearn dropbox for this course. LATE WRITTEN ASSIGNMENTS WILL NOT

BE ACCEPTED.

Tests and final examination will consist primarily of short answer quizzes and may include

matching, multiple choice or true and false questions covering the materials discussed in class. If

for any reason, a student is unable to take a test on the scheduled date, the student must notify

the instructor in advance to make other arrangements. NO TESTS WILL BE GIVEN PAST THE

TEST DATE UNLESS PRIOR ARRANGEMENTS HAVE BEEN MADE)

A field project will be assigned in which students will observe customer service professionals and

critique how customer service was delivered including recommendations about how to improve

the observed customer service encounters.

V Assessment and Grading Scale:

Assessments

Weekly Assignments ¨C 15%

Four Interim Tests ¨C 60%

Field Project ¨C 5%

Final Examination ¨C 20%

Grading Scale

90 ¨C 100 = A

80 ¨C 89

= B

70 - 79

= C

65 ¨C 69

= D

< 65

= F

VII Course Delivery Format

This class utilizes the Standard Format: This format is the traditional format and may use an

online format to provide access to ¡°static¡¯ materials which include the syllabus, course material,

contact information, and presentations. Faculty must make available when requested a coy of

syllabus and any other instructor provided course materials, including their contact information.

Faculty may require on-line activities and assignments to include on-line tests and submission of

all written and online communications. The extent of online activities/assignments may vary by

course but will be specified on the syllabus.

VIII College Policies

This class is governed by the policies and procedures stated in the current Chattanooga State

Student Handbook. Additional or more specific guidelines may apply.

POLICY REGARDING DISRUPTIVE STUDENTS:

The term classroom disruption means ¨C student behavior a reasonable person would view as

substantially or repeatedly interfering with the conduct of a class. A student who persists in

disrupting a class will be directed by the faculty member to leave the classroom for the remainder

of the class period. The student will be told the reason(s) for such action and given an

opportunity to discuss the matter with the faculty member as soon as practical. The faculty

member will undertake prompt consultation with the Division Dean and the College Judicial

Officer. If a disruption is serious and other reasonable measures have failed, the class may be

adjourned; and, the campus police summoned. Also, if a student is concerned about the conduct

of another student, please see your teacher, department head or division dean.

ADA STATEMENT:

Students who have educational, psychological and/or physical disabilities may be eligible for

accommodations that provide equal access to educational programs and activities at

Chattanooga State. These students should notify the instructor immediately and should contact

Disabilities Support Services (S-113, phone 697-4452) within the first twp weeks of the semester

in order to discuss individual needs. The student must provide documentation of the disability so

that reasonable accommodations can be requested in a timely manner. All students are

expected to fulfill essential course requirements in order to receive a passing grade in a class

with or without reasonable accommodations.

E-MAIL COMMUNICATIONS:

Please note all communication with instructors about your course work should be through the

eLearn Email system. For assistance on how to use the eLearn Email tool go to this url:

.

For all other communication the official email system used by the college is through Tiger Mail.

This is accessible by clicking the blue paw icon from the top right hand side of your Tiger Web

home page .

IX Instructor¡¯s Policies

Computer Requirements

This class requires use of word processing and spreadsheet software. Access to the Internet,

specifically Chattanooga State¡¯s eLearn system is required. The college offers computer labs for

student use and computers are also available in the CSTCC Library. Written assignments, the

project and other work are required to be typed and/or word processed, and presented in a

professional manner as one would a document in a business setting. Research is required for

this class and often use of the Internet will be required for this research. The CSTCC Library

requires use of computers to search their databases and other on-site reference materials. If you

have any concerns or questions regarding these requirements, please see the instructor. If

sending email, please utilize the eLearn email system

Attendance and participation

Class attendance and participation are critical to business success and for this course. You are

expected to be in class and on time. If for any reason you cannot attend class, please give prior

notification to the instructor.

You are responsible for contacting the instructor for information on material, assignments,

changes to course outline, and other items covered during a missed class. This contact can be in

person, via phone, or via the eLearn supplemental website, but must be in advance or as soon as

possible following the class if advance notice is impossible.

Respect fellow students

Turn off all cell phones during class.

Syllabus Modification

Instructor reserves the right to modify this syllabus in writing during the semester.

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