Customer Service Syllabus for 2014-2015
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Instructor Information
Instructor
Jodi Lindseth (Curriculum Vitae)Office Location
R. E. Byrd Business Building 323D
Office Hours
Summer Office Hours:
Way to contact: (I am not on campus in the summer)
Virtual Office Hours: Monday - Sunday 9 am to 9 pm (please give 24 hours to reply)
Text: (806) 584-9833
Email: jllindseth@actx.edu (Please refrain from sending emails to jllindseth@amarillocollege.com, I don't check that one very often)
By appointment: via Zoom, Google Meets
*****PLEASE send me a friendly second message/text if I don't answer the first one.
***The response maybe slower on the weekends.
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
\N
Occupational License Disclaimer
Hours
(1 sem hr; 1 lec)
Class Type
On Campus Course
Syllabus Information
Textbooks
Customer Service: A Practical Approach, 6th Edition
\ \ISBN: 0-13-274239-X
Supplies
Textbook
4 scantrons
Pencils for exams
Paper or spiral notebook and pen or pencil to take class notes
Access to a computer or tablet for
Student Performance
\ 1. Define what customer service is, the elements and steps involved in customer service. SCANS* Information C5
\\ 2. Describe customer expectations, barriers to customer service and keys to establishing credibility. SCANS* Information C5, C6
\\ 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
\\ 4. Develop a strategic plan for customer service success. SCANS* Infromation C5, C6, C7; Thinking Skills F10, Systems C15, C16, C17
\\ 5. Describe the who, why and what of the challenging customer. SCANS*Interpersonal C11, C13, C14; Thinking Skills F7, F9, F12, F8
\\ 6. Describe the value of existing customers and retention. SCANS* information C5, C6, C7
\\ 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*)
\\ Resources: Identifies, organizes, plans, and allocates resources (time, money, materials, and facilities, and human resources)
\\ Information: Acquires and uses information
\\ Interpersonal: Works with others, serves clients, exercises leadership
\\ Systems: Understands complex interrelationships (evaluates, monitors, improves, social, organizational and technological systems).
\\ Thinking Skills: thinks creatively, makes decisions, solves problems, visualizes, and knows how to learn and reason.
\\ Person Qualities: Displays responsibility, self esteem, sociability, self-management, integrity, and honesty
\\
Students Rights and Responsibilities
Student Rights and ResponsibilitiesLog 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
CLASSROOM GROUND RULES:
Be on time and prepared for classroom discussion. NO TEXTING DURING CLASS. ALL CELL PHONES MUST REMAIN IN THE SILENT POSITION AND IN YOUR PURSE, POCKET, OR BACKPACK DURING CLASS. YOU MAY NOT WEAR EARPHONES (I.E. LISTEN TO MUSIC) DURING CLASS.
Plagiarism, Cheating and Individual Work Ethic
Amarillo College policies and Code of Student Conduct is strictly adhered to when dealing with plagiarism, cheating, and duplication of work product. Any evidence of plagiarism, cheating, or duplication of work product will result in a zero on the work in question.
A complete statement regarding scholastic dishonesty can be found in the Student Code of Conduct in the Student Rights and Responsibilities Handbook at http://catalog.actx.edu/content.php?catoid=12&navoid=426
Grading Criteria
GRADING SCALE:
90 - 100% = A Excellent
80 - 89% = B Above Average, Very Good
70 - 79% = C Average, Good
60 - 69% = D Poor, but passing
Below 60% = F Failing
Instructor reserves the right to subjectively influence the final grade relative to class attendance, participation, and attitude.
Weighted Total:
60% - Assignments
40% - Exams
EXAMINATIONS:
Examinations will consist of true-false, multiple choice, short answer and essay. Final examination will be comprehensive. The final exam is scheduled according to the Amarillo College final exam schedule.
ASSIGNMENTS:
Weekly assignments will be typed and submitted into Blackboard. Assignments are due at 6:00 p.m. the following week of class. Late assignments will be docked 10% per day and will not be taken past November 24th.
Attendance
ATTENDANCE POLICY:
In order to be successful in this class, students are expected to attend all regularly scheduled class meetings. Should you miss a class, it is your responsibility to determine what you have missed and take appropriate actions. Please obtain the names and phone numbers of at least two of your fellow classmates and contact them about anything you have missed.
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 at the end of the semester. Please contact the instructor BEFORE you withdraw. Options may be available.
Last day to withdraw (drop) - November 18th
EXAMINATIONS:
Should an emergency arise, contact the instructor in ADVANCE before 7:00 via text, phone or email. Test taken more than a week from the original test date will result in docked or a zero grade. Only one exam will be allowed to be missed.
Calendar
Customer Service (BMGT - 1171) Calendar
\ \Instructor reserves the right to modify this schedule as needed during the semester.
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Week \ | \
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Assignments \ | \
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Tests \ | \
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Week 1 \ | \
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Review Syllabus. Overview of Textbook. \ | \
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Week 2 \ | \
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Chapter One- What is Customer Service? \ | \
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Week 3 \ | \
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Chapter One continue. Chapter Two- Challenges of Customer Service \ | \
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Week 4 \ | \
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Chapter Two continued. Review \ | \
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Week 5 \ | \
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Test over Chapter One and Two \ | \
TEST ONE | \
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Week 6 \ | \
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Chapter Three- Problem Solving \ | \
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Week 7 \ | \
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Chapter Three continued. Chapter Four- Strategy and formulation of a Plan for Success \ | \
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Week 8 \ | \
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Chapter Four continued. Review \ | \
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| Week 9 | \Test over Chaper Three and Four | \TEST TWO | \
| Week 10 | \\
Chapter Seven- Coping with Challenging Customers. Chapter Ten- Customer Retention and Satisfaction. \ | \
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Week 11 \ | \
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Chapter Ten continued. Chapter Eleven-Technology and Customer Service. \ | \
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Week 12 \ | \
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Chapter Twelve- Excellence in Customer Service. Review. \ | \
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Week 13 \ | \
Test over Chapters Seven, Ten, Eleven, Twelve. | \TEST THREE | \
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Week 14 \ | \
FILM: THE GUEST- Review Examples of Final Paper | \\ |
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Week 15 \ | \
Final Written Paper | \\ |
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Week 16 \ | \
Final Exam | \\ |
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Additional Information
Important Dates:
September 1 - Labor Day
November 18 - Last day to withdraw
November 27 - 28 - Thanksgiving Break
December 8 - 12 - Final Exams
Syllabus Created on:
11/30/-1 12:00 AM
Last Edited on:
11/30/-1 12:00 AM