TestsDepartment of Business Jackson Community College Course: BUA 130 Customer Service Course Hours: Saturday 10:00Am-11:56 AM Hybrid Room 209 Instructor: Jesse Rentfrow Phone: 517-936-9023 E-mail: [email protected] Text: March 12 Meet on Campus Discuss text and assign readings Group Work March 19 Meet Online and complete discussion questions, article review, and take test one. March 26 Meet on Campus Customer Service Experience Paper Group Work April 2 Meet Online and complete discussion questions, article review, and take test two. April 9 Meet on Campus Customer Service Experience Paper Due Group Work April 16 Meet Online and complete discussion questions, article review, and take test three. April 23 Final Class! On Campus Group work PresentationsASSIGNMENTS Points Group Work (30 points each) 120 3 Discussion Questions (30 Points each) 90 Customer Service Experience (100 points each) 200 Article Reviews (50 points each) 150 Test 1 100 Test 2 100 Test 3 100 Presentation 140 Group Work This group work will be completed in our on campus meetings. They are designed to improve your teamwork skills and allow you to delve deeper into a particular area. Discussion Questions These questions are at the end of every chapter and will be completed during the online session. 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 online. 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.Tests Tests will be multiple choice. There will be three tests worth 100 points. These tests can be taken online, on the designated dates. Tests cannot be made up unless there are extenuating circumstances and instructor consultation has taken place. Presentation Pick three chapters from the book and write a paper about the concepts and present them present them to class with a PowerPoint. This is to be eight pages in length, with Arial or Times new Roman, Size 12 font, double-spaced, with title page, and references. The presentation should be in PowerPoint and be at least 5 minutes long. You can break up into groups of four or five for this project. The paper is worth 70 points and the presentation is worth 70 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 Disabilities Act) should contact the Center for Student Success. This is the first step in acquiring the appropriate accommodations to facilitate your learning. Additional notes: Although you will not be graded on attendance, you are required to turn in assignments and take quizzes and tests on time. By missing classes you may miss assignments and thereby miss points. It is your responsibility to complete work in a timely manner.Please turn off cell phones or have them on a non-ring mode. In case of an emergency, JCC personnel know which class you are attending and will reach you. Please get the name and number of two people in class. These peers will be helpful if you have questions or if you're absent. Support Person Name____________________________