1 BUA -130-81 Customer Service Jackson Community College – Department of Business Spring 2009 5/18/2009 – 8/10/2009 Hillsdale Campus, Room 17, Lecture Monday/Wednesday 10:00 -12:00 AM Instructor: George Francis Email: [email protected] Office Location: Hillsdale Campus Office Hours: By Appointment SYLLABUS TEXTBOOK: Customer Service: A Practical Approach Elaine K. Harris (2007). Fourth Edition, Pearson Prentice Hall, New York. Customer Service: Career Success through Customer Loyalty Paul R. Timm (2008). Fourth Edition, Pearson Prentice Hall, New Jersey. Prentice Hall’s Self Assessment Library Edited by Stephen P. Robbins and Timothy A. Judge (2007) ISBN# 0-13-243165-3 OVERVIEW: 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 improve students’ abilities to communicate effectively with internal and external customers. COURSE GOALS – TEACHING METHODS The following goals have been set for your learning experience: - An awareness of the challenges and opportunities in customer service - The willingness and ability to gather performance-enhancing feedback - Specific behaviors that engage customers - The ability to create friendly web sites, personable email, clear written messages that convey positive messages to customers - Tools for dealing with and recovering unhappy customers2 - Specific techniques for exceeding expectations in value, information, convenience and timing, to create greater customer loyalty - The ability to lead, expand, and empower the service process - Specific behaviors for personal and professional success - An understanding of the future directions in customer service Instructional objectives will be achieved through reading material, lectures, video, assigned projects, case studies, and in class discussion. Learning will be enhanced through individual participation in class discussions and by being involved actively in all activities. Note: Students with disabilities who believe they need accommodations are encouraged to contact the Office of Learning Support Service at 787-0800 ext. 8270 as soon as possible so that such accommodations can be rendered in a timely manner. Student Responsibilities:  Cell phones, pagers or any other type of potentially disruptive electronic devices be turned off or set to vibrate while the class is in session. The instructor will allow ample time for students to contact those in need.  Complete reading content and other assignments prior to each class session.  Students are not permitted to bring quests to the class without prior permission from the instructor.  Courtesy, respect and appropriate behavior are expected at all times. Rude and/or disruptive behavior toward another student or the instructor will not be tolerated under any circumstances. Appropriate measures will be taken in such cases.  It is expected that if you do not understand the material or assignments, you will seek assistance.  Active participation in class is expected and will be part of your grade. Excessive absences (more than 4) will cause a grade reduction.  Late work is not accepted without the prior approval of the instructor. GRADING Participation – (Prepared for class, attendance and value added 100 points Article Reviews / Writing Assignments 100 points Quizzes 250 points Project (paper and presentation) 150 points 600 points3 GRADING SCALE 92-100% 4.0 550-600 85-91% 3.5 510-549 80-84% 3.0 480-509 75-79% 2.5 450-479 70-74% 2.0 420-449 63-69% 1.5 380-419 58-62% 1.0 350-379 53-57% 0.5 320-349 PROJECT You will receive a detailed rubric in class for this assignment. Briefly, the assignment will involve the student selecting a customer service situation to analyze, observe and research. Approval by the instructor will be necessary prior to undertaking this project. The student will write a 2-3 page paper describing the customer service case study. This paper will include an introduction, background information, analysis, recommendations. A PowerPoint presentation will summarize the student’s project, findings and recommendations. ARTICLE REVIEWS There will be a total of five article reviews worth 20 points each for a total of 100 points. Article reviews are to be on newspaper, magazine, journal or internet articles related to customer service topics. The review should be a brief summary, analysis and opinion of the article. This review must be word processed and should be ½ -1 page in length. Be prepared to present and discuss your article in class. Reviews are due at the beginning of the class and will be marked down 5 points for each class period past due. Points will be awarded for grammar, spelling, sentence structure, and content and reference source. QUIZZES There will be a total of five quizzes worth 50 points each for a total of 250 points. Quizzes may consist of true/false, multiple choice, short essay; fill in the blank, matching and case analysis. Quizzes cover separate segments of the course and will be cumulative. But, the student must know, retain and use correctly the terminology and concepts used during the semester. Quizzes may include material from the text, lectures, cases and class discussions. The student may use their notes on these quizzes but not the course textbook or study guide.4 Schedule of Reading Assignments, Quizzes and Class Emphasis Date TOPIC ASSIGNMENTS AND EMPHASIS May 18 Introduction of course May 20 Know Why Service Matters What is Customer Service Timm Chapter 1 Harris Chapter 1 May 25 No Class May 27 Use Behaviors That Engage Your Customers The Challenges of Customer Service Timm Chapter 2 Harris Chapter 2 June 1 Apply Your Best Listening Skills Problem Solving Timm Chapter 3 Harris Chapter 3 First Article Due June 3 Quiz #1 (Chapters 1-3) June 8 Use the Telephone Right for Good Service Strategy for Formulating a Plan for Success Timm Chapter 4 Harris Chapter 4 June 10 Use Friendly Web Sites and Electronic Communication Empowerment Timm Chapter 5 Harris Chapter 5 June 15