Customer Service Syllabus for 2014-2015
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Instructor Information
Instructor
Susan Burks (Curriculum Vitae)Office Location
R. E. Byrd Business Building 332
Office Hours
Professor Susan Burks
Spring 2026 Office Hours
Office: BYRD 332
Office Hours:
In person walk-in hours are Tuesdays and Thursdays 7:30 a.m. - 8:45 a.m. No appointment needed.
Virtual office hours are available for all students in online and hybrid classes. These are very flexible and I am available whenever you need me as I know your class, work, and family obligations vary. You can email me 24/7. If we need to visit over the phone, via Google Meet, or in person we can schedule a mutually convenient time. I will provide a Google Meet link in your class in Blackboard to meet virtually.
Email:
Current students are expected to email me through your course messages in Blackboard. Make sure you are in your course and click the envelope next to my name on the right side menu of your course. IF Blackboard is down, you can email me directly.
All others can email sgburks@actx.edu.
If you email me directly, always provide your first and last name, class and section number if currently enrolled or student id if not currently enrolled. Unless Blackboard is down, currently enrolled students are expected to email me from the course.
You can address me as Professor Burks or Mrs. Burks in your email.
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-1171-002 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, 6th Edition
By Elaine K. Harris
Published by Prentice Hall
ISBN-10: 0-13-274239-X
ISBN-13: 978-0-13-274239-9
Supplies
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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
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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
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Grading Criteria
\ GRADING SCALE:
\\ 90-100% A Excellent
\\ 80-90% B Above Average, Very Good
\\ 70-80% C Average, Good
\\ 60-70% D Poor, but passing
\\ Below 60% F Failing
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Attendance
\ ATTENDANCE POLICY: Students are expected to attend class, participate in class discussion and complete all assignments as assigned.
Calendar
\ Customer Service
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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 for Formulating 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 Chapter Three and Four | \\
\ TEST TWO \\ \ | \
| \ Week 10 | \\
\ Chapter Seven-Coping with Challenging Customers \ | \
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\ Week 11 \ | \
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\ Chapter Seven continued. Chapter Ten-Customer Retention and Measurement of Satisfaction \ | \
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\ Week 12 \ | \
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\ Chapter Ten continued. Chapter Eleven-Technology and Customer Service \ | \
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\ Week 13 \ | \
\ Chapter Twelve-Excellence in Customer Service-Review | \\ | \
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\ Week 14 \ | \
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\ Film: The Guest \ | \
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\ Week 15 \ | \
\ Test over Chapters Seven, Ten, Eleven, Twelve | \\ TEST THREE | \
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\ Week 16 \ | \
\ Final Written Paper | \\ | \
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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 at the end of the semester.
April 23 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.
Syllabus Created on:
11/30/-1 12:00 AM
Last Edited on:
11/30/-1 12:00 AM