Customer Service Syllabus for 2013-2014
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Instructor Information

Course Information

Recording Policy

Disability Statement

Any student who, because of a disabling condition, may require some special arrangements in order to meet course requirements should contact disAbility Services (Student Service Center room 119, phone 371-5436) as soon as possible.

Statement for Mental Health and Advocacy & Resource Center:

As a student you may experience a range of issues that can cause barriers to learning, such as strained relationships, increased anxiety, alcohol/drug problems, feeling down, difficulty concentrating and/or lack of motivation. These mental health concerns or stressful events may lead to diminished academic performance or reduce a student's ability to participate in daily activities. Amarillo College offers services to assist you with addressing these and other concerns you may be experiencing. If you or someone you know are suffering from any of the aforementioned conditions, you can learn more about the broad range of confidential mental health services available on campus by calling the AC Counseling Center at 806-371-5900. The AC Counseling Center website is https://www.actx.edu/counseling/ . Also, if you are in need of social services (affordable housing, utilities, transportation, food, clothing, childcare, medical/dental/vision, legal), please call the AC Advocacy & Resource Center at 806-371-5439. The AC Advocacy & Resource Center website is https://www.actx.edu/arc

Amarillo College Tutoring for Success Policy:

Administrative Drop Policy

N/A

Student Withdrawal Procedures

N/A

Privacy Statement

The Amarillo College Privacy Policy is found at https://www.actx.edu/-amarillo-college-privacy-notice , and applies to all Amarillo College students.  If you have questions about this privacy statement or you believe that your personal information has been released without your consent, send email to humanresources@actx.edu .

Course

BMGT-1171-001 Customer Service

Prerequisites

Course Description

Practical information and techniques to create excellent customer service. Emphasis on the many facets of customer service and how to address each facet successfully.

Student Resources Student Resources Website

Department Expectations

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Occupational License Disclaimer

Hours

(1 sem hr; 1 lec)

Class Type

On Campus Course

Syllabus Information

Textbooks

\ Customer Service: A Practical Approach,  5th Edition

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\ ISBN:  0-13-506433-3

Supplies

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Student Performance

\ 1. Define what customer service is, the elements and steps involved in customer service. SCANS* Information C5

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\ 2. Describe customer expectations, barriers to customer service and keys to establishing credibility. SCANS* Information C5, C6

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\ 3. Explain the role of problem solving in customer service and how to turn problems into opportunities. SCANS* Information C5, C6, C7; Thinking Skills F10, F9, F8, F7, F12

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\ 4. Develop a strategic plan for customer service success. SCANS*  Infromation C5, C6, C7; Thinking Skills F10, Systems C15, C16, C17

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\ 5. Describe the who, why and what of the challenging customer. SCANS*Interpersonal C11, C13, C14; Thinking Skills F7, F9, F12, F8

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\ 6. Describe the value of existing customers and retention. SCANS* information C5, C6, C7

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\ 7.Discuss the rewards of providing excellent customer service. SCANS* Thinking Skills F7, F12

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\ *Meets Secretary's Commision on Achieving Necessary Skills (SCANS*)

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\ Resources:  Identifies, organizes, plans, and allocates resources (time, money, materials, and facilities, and human resources)

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\ Information: Acquires and uses information

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\ Interpersonal: Works with others, serves clients, exercises leadership

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\ Systems: Understands complex interrelationships (evaluates, monitors, improves, social, organizational and technological systems).

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\ Thinking Skills: thinks creatively, makes decisions, solves problems, visualizes, and knows how to learn and reason.

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\ Person Qualities: Displays responsibility, self esteem, sociability, self-management, integrity, and honesty

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Students Rights and Responsibilities

Student Rights and Responsibilities

Log in using the AC Connect Portal

In order to receive your AC Connect Email, you must log in through AC Connect at https://acconnect.actx.edu .

If you are an active staff or faculty member according to Human Resources, use "Exchange". All other students, use "AC Connect (Google) Email".

Expected Student Behavior

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Grading Criteria

\ GRADING SCALE:

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\                            90-100%           A Excellent

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\                            80-90%             B Above Average, Very Good

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\                            70-80%             C Average, Good

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\                            60-70%             D Poor, but passing

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\                            Below 60%       F Failing

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\  You may make up one exam due to absence on day of testing or a grade 65 or below.  Notify which test you wish to retake. It will be put on file in the Testing Center. All make up work must be turned in prior to Week 15. The Final Written Paper is added to your overall grade.

Attendance

\ ATTENDANCE POLICY:  Students are expected to attend class, participate in class discussion and complete all assignments as assigned. 

Calendar

Additional Information

WITHDRAWAL POLICY:  It is the responsibility of the student to initiate drop or withdrawal procedures through the registrar’s office.  Students who stop attending class but do not officially drop or withdraw from this course will receive a letter grade F at the end of the semester. 

November 20 is the last date to withdraw.

 

EXAMINATIONS:  Examinations will consist of essay, true-false, multiple choice, matching or short answer questions.  Final grade will be determined by dividing total number of points by the number of tests and projects. Instructor reserves the right to subjectively influence the final grade relative to class attendance, participation and attitude.