CHATTANOOGA STATE TECHNICAL COMMUNITY COLLEGE CHATTANOOGA ...
嚜澧HATTANOOGA STATE TECHNICAL COMMUNITY COLLEGE
CHATTANOOGA, TN
COURSE SYLLABUS
MG 176 每 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 每 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 每Building 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 每 15%
Four Interim Tests 每 60%
Field Project 每 5%
Final Examination 每 20%
Grading Scale
90 每 100 = A
80 每 89
= B
70 - 79
= C
65 每 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 每 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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