Master Course Outline Customer Service Course Number: BUS 102 Credits: 5 Hours per Quarter: 150    Clinical Hours: 150 Description Review the many skills that make up effective customer service, including: customer behavior, determining customer needs, handling difficult customers, selling customer services, encouraging customer loyalty, and practicing service recovery. Formerly BA 102. Intended Skills and Attitude Outcomes Syllabi Listing Course Year Quarter Item Instructor   BUS 102 Spring 2013 6054 Linda Lane View Syllabus BUS 102 Spring 2012 6054 Linda Lane View Syllabus BUS 102 Spring 2012 0302 Francis Lyons View Syllabus BUS 102 Winter 2012 6045 Linda Lane View Syllabus BUS 102 Winter 2012 0302 Francis Lyons View Syllabus BUS 102 Fall 2011 6052 Linda Lane View Syllabus BUS 102 Spring 2011 6054 Linda Lane View Syllabus BUS 102 Spring 2011 0560 Francis Lyons View Syllabus BUS 102 Winter 2011 6381 Linda Lane View Syllabus BUS 102 Winter 2011 0305 Francis Lyons View Syllabus BUS 102 Spring 2010 6054 Linda Lane View Syllabus Two Year Projected Schedule Year One* Year Two** Fall Winter Spring Summer Mini  Fall Winter Spring Summer Mini X   X     X   X     *Year one is all odd years (2003-2004) **Year two is all even years (2004-2005)