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 Course Policies that include:

Identity Verification
Required materials for all online courses
Mandatory Attendance Requirement
Orientation and Support
Proctored Exams

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

Academic Integrity
Add/Drop period
Attendance
Classroom Conduct
Equal Access
IT Access
Online Behavior
Online Confidentiality
Services For Students with Disabilities
Student Concerns
Student Help Services
Withdrawals

Official Course Syllabus
2022-2023