There are no prerequisites for this course.
There are no corequisites for this course.
||This course is designed to teach and improve the customer service
skills and the professionalism of the student. This course teaches
customer relations and customer service skills that are applicable to
any job position that has contact with customers. Included in the
topics of the course are the subjects of communication, customer
service, handling complaints and customer relations.
- Lucas. Customer Skills for Success, 5 ed., McGraw - Hill, 2011. ISBN: 9780073397115
|Program Learning Outcomes:
The student should be able to:
- discuss, identify and demonstrate professional work
- discuss the working conditions and the duties performed in
customer service positions.
- discuss the role of customer service and customer relations
and their importance to personal satisfaction and profitable
- define and explain customer service for the internal andexternal
- demonstrate customer service skills for both internal
customers and external customers.
- discuss the relationship between customer service and word-of-
- discuss the role of customer service in marketing a business.
- define, describe, and discuss the theories, techniques,
methods, terms, and concepts associated with customer
- appropriately apply the above theories, techniques, methods,
terms, and concepts in a sample situation, role playing
exercises, laboratory scenarios, or exercises.
- recognize examples of the above theories and concepts in
- demonstrate acceptable customer service practices.
|Course Learning Outcomes:
1. Identify and demonstrate professional work standards.
2. Perform duties of customer service positions and conform to
3. Understand the role of a customer service representative while
engaging with customers and maintaining value of the business
4. Define and explain the customer service roles for internal and
5. Execute proper customer service skills when interacting with all
6. Understand the significance of oral communications and word-of-
7. Understand the role of customer service when marketing a business.
8. Apply the theories, techniques, concepts, and methods associated
with customer servie positions.
9. Apply the theories, techniques, concepts, and methods to lab
scenarios, role playing, and other exercises.
10. Identify examples of techniques, concepts, theoriesm and methods
in real-world circumstances.
11. Perform acceptable customer service practices.
|Methods of Evaluation:
||Evaluation of student progress towards achieving the stated learning
outcomes and performance objectives is the responsibility of the
instructor, within the policies of the college and the department.
Detailed explanation is included in the expanded syllabus developed
by the instructor for each section being taught.
The student’s final grade in the course will be determined through a
combination of activities which will occur as scheduled. The
distribution of these activities for grading will be as follows:
Portfolio ...................................... 20%
Tests ......................................... 60%
Classroom/Outside Activities ...................... 20%
Letter grades will be assigned according to the following
90 - 100 = A
87 - 89 = B+
80 - 86 = B
77 - 79 = C+
70 - 76 = C
67 - 69 = D+
60 - 66 = D
59 or below = F
|| It is the intention of the instructor to accomplish the objectives specified in the course syllabus. However, circumstances may arise which prohibit the fulfilling of this endeavor. Therefore, this syllabus is subject to change. When possible, students will be notified of any change in advance of its occurrence.
|Student Email Accounts
||Pensacola State College provides an institutional email account to all credit students. Pirate Mail is the official method of communication, and students must use Pirate Mail when communicating with the College. In cases where companion software is used for a particular class, emails may be exchanged between instructor and student using the companion software.
|| For students with a disability that falls under the Americans with Disability Act or Section 504 of the Rehabilitation Act, it is the responsibility of the student to notify Student Resource Center for ADA Services to discuss any special needs or equipment necessary to accomplish the requirements for this course. Upon completion of registration with the Student Resource Center for ADA Services office, specific arrangements can be discussed with the instructor.