BUSM 1250 - Customer Service
Academic Division: Business, Industry and Technology
Academic Discipline: Business Management
Assistant Dean: Vincent Palombo PhD
3 Credit(s)
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. UG
3 Lecture Hour(s);
College Wide Outcomes
| College-Wide Learning Outcomes |
Assessments - - How it is met & When it is met |
| Communication – Written |
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| Communication – Speech |
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| Intercultural Knowledge and Competence |
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| Critical Thinking |
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| Information Literacy |
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| Quantitative Literacy |
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Student Learning Outcomes for Course
| Outcomes |
Assessments – How it is met & When it is met |
| 1. Identify what customers want. |
Written application exercise due Week 3 and Week 4. |
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2. Summarize what it takes to establish a customer – oriented culture.
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Written application exercise due Week 4. |
| 3. Define and identify effective customer service. |
Written application exercise due Week 5. |
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4. Integrate customer service into the strategic plan, job descriptions, and performance-appraisal processes.
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Written application exercise due Week 6, Week 7, Week 8, Week 9, Week 10, Week 11, Week 12, and Week 13. |
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5. Examine the company’s processes and compare actual performance to the benchmarks.
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Written application exercise due Week 6, Week 7, Week 8, Week 9, Week 10, Week 11, Week 12, Week 13, and Week 14. |
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6. Identify the elements of continuous training and education for employees and customers.
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Written application exercise due Week 15. |
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7. Explain the importance of effective and frequent communication.
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Written application exercise Week 8 |
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8. Discuss companies that meet quality benchmarked services.
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Written homework due Week 16. |
Standard Grading Scale
93-100 A
90 - 92 A-
87- 89 B+
83 - 86 B
80 -82 B-
77- 79 C+
73 - 76 C
70 -72 C-
67- 69 D+
63 - 66 D
60 -62 D-
00- 59 F
Statement on Diversity
North Central State College believes that every student is a valued and equal member of the community.* Every student brings different experiences to the College, and all are important in enriching academic life and developing greater understanding and appreciation of one another. Therefore, NC State College creates an inclusive culture in which students feel comfortable sharing their experiences. Discrimination and prejudice have no place on the campus, and the College takes any complaint in this regard seriously. Students encountering aspects of the instruction that result in barriers to their sense of being included and respected should contact the instructor, assistant dean, or dean without fear of reprisal.
*Inclusive of race, color, religion, gender, gender identity or expression, national origin (ancestry), military status (past, present or future), disability, age (40 years or older), status as a parent during pregnancy and immediately after the birth of a child, status as a parent of a young child, status as a foster parent, genetic information, or sexual orientation,
Standard NCSC Course Policies
Important information regarding College Procedures and Policies can be found on the syllabus supplement located at this link
TEXTBOOK INFORMATION
Textbook:
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