MASTER SYLLABUS

2020-2021

A.	Academic Division: Business, Industry and Technology

B.	Discipline: Business Administration

C.	Course Number and Title: BUSM1250 Customer Service

D.	Course Coordinator: Ross Justice

Assistant Dean: Toni Johnson, PhD

Instructor Information:

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Office Location:	Click here to enter text.

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E.	Credit Hours: 3

F.	Prerequisites: None

G.	Syllabus Effective Date: Fall, 2020

H.	Textbook(s) Title:

The World of Customer Service

Author: Gibson-Odgers

Copyright Year: 2012

Edition: 3rd

ISBN-13: 978-0-8400-6424-0

Workbook(s) and/or Lab Manual: None

J.	Course Description: Customer service is about keeping the customers you have and attracting new ones. Providing a level of service to accomplish this mission does not just happen; it’s the result of effective strategy. This hands-on course provides practical lessons on how customer service will increase the organization’s bottom line.

K.	College-Wide Learning Outcomes

College-Wide Learning Outcomes	Assessments - - How it is met & When it is met
Communication – Written
Communication – Oral
Intercultural Knowledge and Competence
Critical Thinking
Information Literacy
Quantitative Literacy

L.	Course Outcomes and Assessment Methods:

Upon successful completion of this course, the student shall:

Outcomes	Assessments – How it is met & When it is met
Identify what customers want.	Written application exercise due Week 3 and Week 4.
Summarize what it takes to establish a customer –oriented culture.	Written application exercise due Week 4.
Define and identify effective customer service.	Written application exercise due Week 5.
Integrate customer service into the strategic plan, job descriptions, and performance-appraisal processes.	Written application exercise due Week 6, Week 7, Week 8, Week 9, Week 10, Week 11, Week 12, and Week 13.
Examine the company’s processes and compare actual performance to the benchmarks.	Written application exercise due Week 6, Week 7, Week 8, Week 9, Week 10, Week 11, Week 12, Week 13, and Week 14.
Identify the elements of continuous training and education for employees and customers.	Written application exercise due Week 15.
Explain the importance of effective and frequent communication.	Written application exercise Week 8
Discuss companies that meet quality benchmarked services.	Written homework due Week 16.

M.	Topical Timeline (subject to change):

Week 1	Introduction to Course/intro to Customer Service

Week 2	Customer Service in Diverse Populations

Week 3	Customer Behavior

Week 4	CSR Mindsets

Week 5	Dealing Effectively With Complaints

Week 6	Handling Angry Customers

Week 7	Problem Solving

Week 8	Communication Skills

Week 9	Listening Skills

Week 10	Non-Verbal Skills

Week 11	Telephone Skills

Week 12	Online Skills

Week 13	Globalization in Customer Service

Week 14	Customer Service Technologies

Week 15	Training and Supervising CSR’s

Week 16	Careers in Customer Service/Final Project

N.	Course Assignments:

Assigned Readings

Written Application Exercises (to include best practice application papers, essays reviewing key concepts, and threaded discussions covering situational analysis within customer service)

Group Activities

Final Project

O.	Recommended Grading Scale:

NUMERIC	GRADE	POINTS	DEFINITION
93–100	A	4.00	Superior
90–92	A-	3.67	Superior
87–89	B+	3.33	Above Average
83–86	B	3.00	Above Average
80–82	B-	2.67	Above Average
77–79	C+	2.33	Average
73–76	C	2.00	Average
70-72	C-	1.67	Below Average
67–69	D+	1.33	Below Average
63-66	D	1.00	Below Average
60-62	D-	0.67	Poor
00-59	F	0.00	Failure

P.	Grading and Testing Guidelines:

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Q.	Examination Policy:

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R.	Class Attendance and Homework Make-Up Policy:

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S.	Classroom Expectations:

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T.	College Procedures/Policies:

Important information regarding College Procedures and Policies can be found on the syllabus supplement located at

http://catalog.ncstatecollege.edu/mime/download.pdf?catoid=5&ftype=2&foid=3