Customer Service: BUA-130-71Saturday 8:30am – 11:30amFaculty Name: Tod E. SkrzynskiOffice Hours: By AppointmentE-mail: [email protected] Description:In the face of change, an uncertain economy, and intensive competition, the student will learn how to create an unexpected, highly evolving experience to create customer loyalty and compelling word of mouth customers. The core element of service quality will be applied to both people-centered and technology-centered businesses, industries and organizations. The ultimate goal of this course is to help improve students’ abilities to communicate effectively with internal and external customers.What is a Hybrid Course?Students with Learning Disabilities:JACKSON COMMUNITY COLLEGEJACKSON COMMUNITY COLLEGECustomer Service: BUA-130-71Hybrid FormatFall 2008Saturday 8:30am – 11:30amAugust 23, 2008 – November 15, 2008 Faculty Name: Tod E. SkrzynskiOffice Location: Jackson Community CollegeOffice Hours: By Appointment E-mail: [email protected] Biography:Master of Arts, concentration in Organizational Leadership, Siena Heights University, 2005Bachelor of Applied Science, Machine Repair, Siena Heights University, 2003Associates of Applied Science, Machine Repair, Jackson Community College, 1998Associates of General Studies, Jackson Community College, 1996Journeymen Machine Repairmen, Recognized by the United States Department of Labor.Required Text: Customer Service: A Practical Approach.E. Harris (2003). Third Edition, Pearson Prentice Hall, New York.Customer Service: Career Success Through Customer Loyalty.P. Timm (2008). Fourth Edition, Pearson Prentice Hall, New Jersey. Prentice Hall’s Self Assessment Library Edited by Stephen P. Robbins and Timothy A. JudgeISBN# 0-13-243165-3Course Description:In the face of change, an uncertain economy, and intensive competition, the student will learn how to create an unexpected, highly evolving experience to create customer loyalty and compelling word of mouth customers. The core element of service quality will be applied to both people-centered and technology-centered businesses, industries and organizations. The ultimate goal of this course is to help improve students’ abilities to communicate effectively with internal and external customers.1Customer Service/Associate Degree Student Learning Outcomes:ADO 1A Demonstrate effective use of the writing process leading to a finished written work best suited to purpose an audience. The stages of the writing process are: Exploring, drafting, revising, proof-reading, and editing.ADO 1B Demonstrate effective use of the speaking process. Development of central ideas, use of evidence to support one’s viewpoint, and choice of delivery bestsuited to purpose an audience.ADO 2 Recall, reconstruct, and apply text-based and spoken information accurately. ADO 4 Demonstrate the ability to examine a problem and reach a viable solution.ADO 5 Work as members of a team to solve a problem, achieve a goal, or complete a task. Also, evaluate the roles of other team members and identify the contributions of group members.What is a Hybrid Course? According to the Jackson Community College Policy Statement, “The tools and methods ofhigher education have changed drastically over time. While many courses are still taught on the traditional lecture format, other methods are gaining acceptance as viable and effective delivery methods of information. These include discussions, individual research, and Internet based instruction. As JCC instructors incorporate these diverse methods, course equivalency both content and quality must be maintained. What distinguishes a hybrid is that time spent on projects is individualized and faculty-guided. These projects are considered outside the traditional homework/assignment protocol.” Attendance Policy: The student will be expected to attend all class sessions, to arrive and leave on time. An absence does not excuse the student from the responsibility of assigned work and/or classprojects. Understandably, there are mitigating circumstances associated with each absence; therefore, it is at the full discretion of the instructor to determine whether or not the absence is to be excused. Student participation is essential to the learning environment in the classroom. Therefore, students will be awarded ten (10) points for each full class session attended. Likewise, students that arrive after the start of class, or leave before the end of class, will only receive five (5) points. This system is designed to allow the student to interact and share their ideas concerning topics related to the study of customer service; if you are not in class, you cannot share your knowledge. In a business organization, management expects that assigned work will be completed on time and to the highest standards. There are severe penalties for failing to meet that expectation. Likewise, there are attendance penalties associated with this class that couldaffect your final grade.Tests/Quizzes:2Test and quizzes will be comprised of true/false, fill in the blank, multiple-choice and short answer questions. Tests and quizzes will not be made up unless in unusual circumstances and instructor consultation has taken place (Instructor must be notified priorto test/quiz date for consideration).Late Work:All homework and class assignments are due at the beginning of class on the due date unless otherwise specified by the instructor. If you are going to be absent from a class meeting, it is your responsibility to contact the instructor before your absence to facilitatedialog concerning how the homework will be completed. Note: NO LATE ASSIGNMENTS WILL BE ACCEPTED WITHOUT PRIOR APPROVAL. Other Teaching Methods:Lectures, power point presentations and movies will be used to introduce, explain and summarize subject matter, as well as emphasizing current customer service practices and problems. Each student will be responsible for reading and understanding all assigned text chapters and handouts. Participation:Each student is expected to participate in all class discussions, all Discussion Boards entries or postings, case analysis, problem solving sessions and team initiatives. Your class participation comes through volunteering significant information as well as all class activities deemed necessary by the instructor.Academic Dishonesty:Academic dishonesty is unethical behavior that violates the standards of scholarly