2021-2022 Catalog Archived
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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
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 2021-2022
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