BUS 152 - Service Culture Development

Class: 3 Credits: 3
This course is a study of the philosophy, principles, processes and behavior, both individual and group, necessary to create and maintain a service culture in an organization.

Prerequisite(s): Take ENG 032 and RDG 032 with a minimum grade of C.

Course Topics:

Service culture strategies.
Customer Relationship Management (CRM).
Customer retention techniques.
Interpersonal skills with customers face-to-face.
Interpersonal skills with customers over the phone and other technology media.
Communication skills including customer-focused listening.

Textbooks:
Textbook information can be found on the Book Inn Web site

Required Materials:

One USB/jump disk or sky drive onto which all typed assignments will be saved.

Grading System:
An overall grade of C or higher is required for transferability.

A 90 - 100
B 80 - 89
C 70 - 79
D 60 - 69
F 0 - 59

Student Learning Outcomes:

Define service culture.
Recognize key difference between internal and external customers.
Apply problem solving techniques to provide quality customer service.
Identify customer service retention tools.
Appraise the level of customer service received at various estabishments and recommend suggestions for improvement.

For SCC Online Courses:
If the course you are taking is online, please review the SCC Online Policies that include:

Required materials for all online courses
Mandatory Attendance Requirement
Proctored Exams

Face Covering Requirements:
All faculty, staff and students must wear a face mask/covering at all times (absent a medical condition) on all SCC campuses when safe social distancing measures are not possible or difficult to follow. For further details, refer to the Student Guidelines for Face Coverings and Social Distancing on the SCC Coronavirus COVID-19 Information page.

Standard SCC Course Policies:
Please review the Standard SCC Course Polices on the following topics:

Academic Integrity
Academic Misconduct
Add/Drop period
Appeals Process
Class Attendance
Classroom Behavior (traditional and online)
Classroom Conduct/Expectations
Lab Procedures (general SCC policy regarding this)
Online Confidentiality
Services For Students with Disabilities
Withdrawal Policy

Official Course Syllabus
2020-2021