District Syllabus
MNA1161
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 Service, 6 ed., McGraw-Hill, 2015. ISBN: 0073545465
Supplemental Materials: Additional materials may be assigned by the instructor to supplement the required materials. -->
Special Requirements: None
Program Learning Outcomes:
The student should be able to:
  1. discuss, identify and demonstrate professional work standards.
  2. discuss the working conditions and the duties performed in customer service positions.
  3. discuss the role of customer service and customer relations and their importance to personal satisfaction and profitable business operations.
  4. define and explain customer service for the internal andexternal customer.
  5. demonstrate customer service skills for both internal customers and external customers.
  6. discuss the relationship between customer service and word-of- mouth advertising.
  7. discuss the role of customer service in marketing a business.
  8. define, describe, and discuss the theories, techniques, methods, terms, and concepts associated with customer service positions.
  9. appropriately apply the above theories, techniques, methods, terms, and concepts in a sample situation, role playing exercises, laboratory scenarios, or exercises.
  10. recognize examples of the above theories and concepts in real-world circumstances.
  11. 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 
working conditions.
3. Understand the role of a customer service representative while 
engaging with customers and maintaining value of the business 
operations.
4. Define and explain the customer service roles for internal and 
external customers. 
5. Execute proper customer service skills when interacting with all 
customers.
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.