Jul 19, 2024  
2023-2024 Catalog 
    
2023-2024 Catalog Archived

BUS 152 - Service Culture Development


Lecture Hours: 3 Credits: 3

Description: 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 100  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 website
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:
  1. Define service culture.
  2. Recognize key difference between internal and external customers.
  3. Apply problem solving techniques to provide quality customer service.
  4. Identify customer service retention tools.
  5. 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


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Official Course Syllabus
2023-2024