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Master Course Outline
BUS 102
Customer Service


Credits: 5
Clock Hours per Quarter: 50

AA Discipline:

Lecture Hours:50


Description
Examines concepts of service management and customer relation skills. Topics covered include; understanding customer service levels, designing appropriate service delivery methods, evaluating customer satisfaction, creating effective customer experiences, identifying cultural differences, and understanding eCommerce transactional technologies. Emphasizes the importance of trust and privacy in customer relationships, including privacy policies and use of personal data. Formerly BA 102.

Intended Learning Outcomes
  • Identify and explain the concepts of effective customer service management.
  • Define and contrast the main type of customers you are likely to encounter and explore strategies for effectively dealing with each type.
  • Evaluate existing customer service delivery systems in context of business examples.
  • Distinguish the customer service requirements that correspond with each phase of the product life cycle; customer needs assessment, product purchase, product support, and product resale.
  • Understand the cultural differences that determine successful customer interactions with people from different cultures.

  • Course Topics
  • Employee empowerment.
  • Customer engagement cycles.
  • Establishing service levels through the product life cycle.
  • Measuring customer satisfaction.
  • Delivery systems.
  • Cultural awareness.

  • Syllabi Listing See ALL Quarters
    Course
    Year Quarter
    Item
    Instructor  
    BUS 102
    Fall 2014
    0302
    Anne Nelson
    BUS 102
    Spring 2014
    6054
    Emmalee Brice
    BUS 102
    Winter 2014
    0302
    Anne Nelson
    BUS 102
    Fall 2013
    0302
    Anne Nelson
    BUS 102
    Spring 2013
    6054
    Linda Lane


    Two Year Projected Schedule

    Year One* Year Two**
    Fall
    Winter
    Spring
    Summer
    Mini 
    Fall
    Winter
    Spring
    Summer
    Mini
    X
    X
    X
     
     
    X
    X
    X
     
     

    *If fall quarter starts on an odd year (2003, 2005, etc.), it's Year One.
    **
    If fall quarter starts on an even year (2002, 2004, etc.), it's Year Two.