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
Monday - Thursday 9 a.m. to 12:30 p.m.
(except M & W 10:15 a.m. - 11:45 p.m. - Class)
via text, phone, email and/or Google meet
* Appointments available upon request
Text: (806) 584-9833 (9 a.m. - 9 p.m.) **Please give up to 24 hours to reply and refrain from sending multiple texts.
**There may be a slower response 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
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Occupational License Disclaimer
Hours
(1 sem hr; 1 lec)
Class Type
Online Course
Syllabus Information
Textbooks
Customer Service: A Practical Approach, by Harris, 6th Edition
ISBN: 0-13-274239-X
Supplies
- Textbook
- Computer/tablet (Be aware: not all class objectives can be accessed on tablets or smartphones)
- Ability to
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
\\
\\ *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
BEST PRACTISES:
- If this is your first online class, get into Blackboard and "get lost"
- Log into Blackboard on Mondays to see what is due for the week (check the college email several times a week to stay informed)
- Plan ahead if you have limited internet access
- Communicate, communicate, communicate with your instructor
- USE SPELL CHECK (What do you think about the person or an articles with incorrect spelling?)
- Know your resources, (student help, library hours, tutoring locations, etc.) if you don't know and need help....ask!!
DISCUSSION BOARDS:
- Use complete sentences in discussion boards. DO NOT use abbreviated language used in text messaging.
- Use spell check.
- Address classmates in a nonthreatening tone of voice; refrain from insults, slurs, insensitive comments and slang.
- Please be respectful or classmates on the discussion boards.
EXAMINATIONS:
Exams are to be taken INDIVIDUALLY. If at student is caught participating in group testing, he/she will automatically receive a "0" and will be subject to further disciplinary actions as outlines in the AC Students Rights & Responsibilities.
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:
40% - Discussion Boards
30% - Assignments
30% - Exams
ASSIGNMENTS:
Weekly assignments MUST be typed and submitted into Blackboard. Assignments are due by midnight on Mondays. Late assignments will be docked 10% per day and will not be taken past April 30th.
EXAMINATIONS:
Examinations will consist of essay, true-false, multiple choice, matching or short answer questions. Exams will open on Thursday and close on Sunday at midnight. Should an emergency arise, contact the instructor in ADVANCE before the test deadline. If contact is NOT MADE BEFORE deadline, a 0 will be given for that test grade. Once exams are closed, they will NOT be opened again. Final Examination will be comprehensive.
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 grade of F if their average falls below a 60. PLEASE communicate with the instructor BEFORE the class is dropped to discuss options! Once the class is dropped, all grade records are deleted in Blackboard and can not be accessed again.
April 23rd is the last date to withdraw.
Accessing Grades Online:
To view your current course grades:
- Go to www.actx.edu, click on AC Connect anf log in using your ACNetID and password
- Click on BMGT-1171
- Click on My Grades on the menu to the left.
To view your Final course grades:
- Go to www.actx.edu, click on AC Connect and log in using your ACNetID and password
- Scroll down to Self Service on bottom right of the page, and click on Current Student.
- Under current student, click on Academic Profile and click on Grades.
Be aware that the Family Educational Rights and Privacy Act of 1974 (as amended) does not permit instructors to disclose information regarding grades over the phone, via email, or to a third party. Therefore, if you need to discuss your grades, you must do so in person.
Attendance
ATTENDANCE POLICY:
"90% of success is just showing up." ~ Woody Allen
In order to be successful in this class, students are expected to log in and participate at least three times a week. Students are expected to participate in the weekly discussion boards. Instructors can see when the last date of log in occurs.
(Due to the freedom that online courses offer you, it may be tempting to wait until the last minute to work on your course. GET INTO THE HABIT OF GETTING ONLINE EVERY MONDAY to see the discussion boards, assignments and tests so you can plan accordingly and meet deadlines. It is our experience that almost NONE of the learners who take this approach are able to finish the course. It is our suggestion, that you either work ahead or create a plan that allows you to be in the course working at least three times a week. Learners who have biweekly attendance (or more) complete the course in a timely manner and get the best scores on their discussion boards, assignments, exams and overall grades. Obviously the choice is up to you.)
Calendar
Customer Service (BMGT - 1171) Calendar
Instructor reserves the right to modify this schedule as needed during the semester.
Week
Assignments
Tests
Week 1
Review Syllabus.
Chapter One- What is Customer Service?
Week 2
Chapter One- What is Customer Service? Conti
Week 3
Chapter Two- Challenges of Customer Service
Week 4
Chapter Three- Problem Solving
Exam One (Chapter 1,2)
Week 5
Chapter Four- Strategy and formulation of a Plan for Success
Week 6
Chapter Five - Empowerment
Exam Two (Chapter 3,4)
Week 7
Chapter Six - Communications in Customer Service
Week 8
Chapter Eight - Motivation Exam Three (Chapter 5,6,8)
Week 9 Week 10 Chapter Nine - Leadership in Customer Service
Week 11
Chapter Ten - Customer Retention and Measurement of Satisfaction
Exam Four (Chapter 9,10) Week 12
Chapter Seven- Coping with Challenging Customers. Chapter Ten- Customer Retention and Satisfaction
Week 13
Chapter Eleven-Technology and Customer Service. Week 14
Chapter Twelve - Excellence in Customer Service Exam (Chapters 7,11,12) Week 15
Review Week 16 Final Exam Additional Information
Relevant dates:
March 16 - 20 - Spring break
April 13 - Summer registration begins
April 23 - Last day to withdraw
May 11 - 14 - Final exams
May 15 - Commencement
Syllabus Created on:
11/30/-1 12:00 AM
Last Edited on:
11/30/-1 12:00 AM