Department of Business Jackson Community College Course: BUA 130 Customer Service Course Hours: Wednesday 8:00Am-9:27 AM Hybrid Room 211 Instructor: Jesse Rentfrow Phone: 517-936-9023 E-mail: [email protected] Text: Customer Service, Fifth Edition By: Paul R. Timm Customer Service: A Practical Approach, Fifth Edition. By: Elaine K. Harris August 31 Meet on campus and online Discuss text and assign readings Lecture over chapter 1 Group work Meet online and complete the critical thinking and applying the ideas Sept. 7 Meet on campus and online Lecture over chapter 2 Group work Meet online and complete the critical thinking and applying the ideas Sept. 14 Meet on campus and online Customer service experience paper due Lecture over chapter 3 Group work Meet online and complete the critical thinking and applying the ideasSept. 21 Meet on campus and online Article review due Lecture over chapter 4 Group work Meet online and complete the critical thinking and applying the ideas Sept. 28 Meet on campus and online Lecture over chapter 5 Group work Meet online and complete the critical thinking and applying the ideas Oct. 5 Meet on campus and online Lecture over chapter 6 Group work Meet online and complete the critical thinking and applying the ideas Oct.12 Meet on campus and online Customer service experience paper due Lecture over chapter 7 Group work Meet online and complete the critical thinking and applying the ideas Oct. 19 Meet on campus and online Article review due Lecture over chapter 8 Group work Meet online and complete the critical thinking and applying the ideas Oct. 26 Meet on campus and online Lecture over chapter 9 Group work Meet online and complete the critical thinking and applying the ideasNov. 2 Meet on campus and online Customer service experience paper due Lecture over chapter 10 Group work Meet online and complete the critical thinking and applying the ideas Nov. 9 Meet on campus and online Article review due Lecture over chapter 11 Group work Meet online and complete the critical thinking and applying the ideas Nov. 16 Meet on campus and online Lecture over chapter 12 Group work Meet online and complete the critical thinking and applying the ideas Nov. 23 No class! Happy Thanksgiving Nov. 30 Meet on campus and online Customer service experience paper due Lecture over chapter 13 Group work Meet online and complete the critical thinking and applying the ideas Dec. 7 Meet on campus and online Article review due Lecture over chapter 14 Group work Meet online and complete the critical thinking and applying the ideas Dec. 14 Final Class! Presentations. ASSIGNMENTS PointsGroup Work (10 points each) 140 Critical Thinking Questions (10 Points each) 140 Applying the Ideas (10 points each) 140 Customer Service Experience (50 points each) 200 Article Reviews (50 points each) 200 Presentation 180 Group Work This group work will be completed on campus. It is designed to improve your teamwork skills and allow you to delve deeper into a particular area. Critical Thinking Questions These questions are at the end of every chapter. They are the “Opportunities For Critical Thinking” questions from Customer Service: A Practical approach by Elaine K. Harris and should be completed online. Applying the Ideas These are the exercises from the Customer Service by Paul R. Timm book and should be submitted online. Customer Service Experience Please write a one-page paper on a recent customer service experience, good or bad. If you have not had a recent customer service experience, go to an establishment and observe. Provide a summary of your experience, what did they do well or poorly, how can they improve, and any concepts from the book that can be applied. Article Review These are to be turned when we meet on campus. Find an article from a newspaper, magazine, the Internet, etc., which relates to the subject matter that we have been discussing. Include a short synopsis of the article, how it is relevant to the readings, and how it impacts you. This should be about a page in length, using APA format. Presentation/PaperThis assignment is meant for you to present each chapter to your classmates. It is also meant to help you work on your teamwork skills, PowerPoint, APA, etc. I will assign 4-5 chapters from the book for your group to write a paper about. Your headers for each section can be the headers that come directly from the book. The paper will be a summary or paraphrasing of each of these sections. Also, use personal experiences when necessary. The paper is to be at least five pages in length, with Arial or Times new Roman, Size 12 font, double-spaced, with title page, and references. Please provide one outside source per chapter. The presentation should be in PowerPoint and be at least 10 minutes long. The paper is worth 90 points and the presentation is worth 90 points. I will give you time at the end of each class period to work on it. I will be grading on sufficient effort for the paper and presentation. If you do not participate in the presentation, you will not receive credit for the presentation. Also, you cannot do extra credit if you do not participate in the presentation. Extra Credit If you choose to do so, you can receive 100 points extra credit for one of the following: 1.) Write a two-page paper on any of the concepts learned in the course. 2.) Watch a movie or documentary (not one of the ones we watched in class), that relates to any concept in the book, and write two-page essay. 3.) Any ideas you may have, that pertain to customer service, will be considered. Student Success Services: Tutors and additional free services for academic success can be accessed by phoning (517) 796-8415 or by stopping by the Center for Student Success (CSS), Bert Walker Hall Room 123. Faculty and tutors in CSS will help you with writing, study skills, test anxiety, math, and reading. Students requiring special assistance (including those affected by the Americans with