JC BUA 130 - Syllabus (5 pages)

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Syllabus



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Syllabus

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Lecture Notes


Pages:
5
School:
Jackson College
Course:
Bua 130 - Customer Service
Customer Service Documents

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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 gwfrancis1969 gmail com 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 customers 2 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



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