District Syllabus
Customer Service

Credit Hours: 3
Contact Hours: 3
Laboratory Fee: None.
Prerequisites: There are no prerequisites for this course.
Corequisites: There are no corequisites for this course.
Catalog Description:
Teaches 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.
Required Materials: Books:
  • Lucas. Customer Skills for Success, 5 ed., McGraw - Hill, 2011. ISBN: 9780073397115
Supplemental Materials: Additional materials may be assigned by the instructor to supplement the required materials. -->
Special Requirements: None
Program Learning Outcomes:
Upon successful completion of this program students will:
  1. Apply financial accounting principles in a business environment.
  2. Demonstrate business related computer competencies.
  3. Perform oral/written communication skills as required in business/industry.
  4. Apply positive interpersonal/human relation skills in a business environment.
  5. Identify, analyze, and apply legal and ethical issues in a business environment.
Course Learning Outcomes:
1. Identify and demonstrate professional work standards.
2. Perform duties of customer service positions and conform to 
working conditions.
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 
external customers. 
5. Execute proper customer service skills when interacting with all 
6. Understand the significance of oral communications and word-of-
mouth promotion.
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
achievement percentages:
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
Flexibility: 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.

Note: 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.

Equity Statement: Pensacola State College does not discriminate against any person on the basis of race, ethnicity, national origin, color, gender/sex, age, religion, marital status, pregnancy, disability, sexual orientation, gender identity, or genetic information in its educational programs, activities or employment. For inquiries regarding Title IX and the college’s nondiscrimination policies, contact the Associate Vice President for Institutional Diversity/Title IX Officer at (850) 484-1759, Pensacola State College, 1000 College Blvd., Pensacola, Florida 32504.