Western Nevada College
BUS112B Customer Service
Phone 423-7565 Ext. 2265
E-mail: igallio@wnc.edu
Home e-mail:
igallio@charter.net
Web page address:
http://www.wnc.edu/~igallio/
COURSE DESCRIPTION & OBJECTIVES:
Customer service presents the foundations required for developing skills and knowledge to work effectively with internal and external customers.
At the completion of this course student should be able to:
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Define customer service |
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Describe job responsibilities of a typical service provider |
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Recognize positive verbal communication and the importance of communication in customer service |
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Develop strategies to improve listening ability |
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Recognize behavioral styles and roles in customer service |
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Communicate effectively via e-mail, the Internet, facsimile |
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Deliver quality service through effective telephone techniques |
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Use a problem-solving approach in handling difficult customer situations |
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Determine actions for dealing with diverse customers |
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Identify leading causes of stress in the customer service environment |
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Recognize the need for effective time management |
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Select strategies to enhance customer loyalty |
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Identify strategies for preventing customer dissatisfaction |
COURSE EVALUATION:
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Research Paper and Presentation Assignments 20% |
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Unit Tests 30% |
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Homework, assignment, class participation 40% |
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Attendance 10% |
Instructor reserves the right to a 5% adjustment based on effort and improvement.
Academic Integrity Policies & Procedures as set forth in the Nevada System of Higher Education Code will be observed in this class. Students at WNC are expected to be honest and forthright in their academic endeavors because academic dishonesty disrupts the learning process and threatens the educational environment for all students.
Academic dishonesty is any form of cheating and plagiarism which results in students giving or receiving unauthorized assistance in an academic exercise or receiving credit for work which is not their own.
INCOMPLETE POLICY:
Incompletes are given at the discretion of instructor. Student must have completed approximately 75% of the class assignments, have extenuating circumstances, and complete the appropriate form. Incompletes must be requested or confirmed during the last two weeks of class.
Final grades will be assigned according to the following scale:
95 - 100 = A 79 - 81 = C+
91 - 94 = A- 76 - 78 = C
88 - 90 = B+ 73 - 75 = C-
85 - 87 = B 70 - 72 = D+
84 - 86 = B 67 - 69 = D
82 - 84 = B- 64 - 66 = D-
Below 64 = F
STUDENT WILL BE REQUIRED TO:
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Read the assigned textbook assignments. |
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Complete and hand in assignments when due. |
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Carefully proofread assignment. |
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Clearly identify assignments with name and assignment. Include page number if applicable. |
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Be prepared to discuss the material during the next class. |
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Write down questions about difficult assignments for class discussion. |