Chabot College
Fall, 2002
Removed Fall 2006
Course Outline for Business 37
CUSTOMER SERVICE SKILLS AND CONCEPTS
Catalog Description:
37 - Customer Service Skills and Concepts
3 units
Customer service skills and concepts needed for success in business careers.
Content includes verbal and non-verbal communication, self-help techniques,
development and retention of customers in a diverse society. 3 hours.
Prerequisite Skills:
None
Expected Outcomes for Students:
Upon completion of this course, the student should be able to:
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define customer service;
determine the needs of internal customers;
explain the elements of a service culture;
describe the responsibilities of a typical service provider;
compare and contrast the elements of effective two-way interpersonal
communication;
explain the effect that gender and culture have on communication;
describe the tools to develop strategies to improve listening ability;
define the four key behavioral styles and the roles they play in
customer service;
explain the extent to which customer service is facilitated by effective use of
21st century technology;
create professionally written documents that enhance service;
demonstrate the knowledge to handle difficult situations in a calm, effective
manner;
demonstrate the customer service skills necessary to provide service in a diverse
population;
apply techniques that promote time management and reduce stress;
define steps in seeking and obtaining employment and career planning.
Course Content:
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The profession
a) a definition of customer service
b) contributing to the service culture
Skills for success
a) positive verbal communication
b) nonverbal communication in customer service
c) customer service and behavior
d) customer service via technology
e) handling difficult customer encounters
f) customer service in a diverse world
Self-help skills
a) managing stress
b) managing time
Enhancing customer relationships
a) customer loyalty
b) service recovery
Customer service for the twenty-first century
a) service challenges of the future
b) future career growth
Chabot College
Course Outline for Business 37, Page 2
Customer Service Skills and Concepts
Fall 2002
Methods of Presentation:
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Lecture
Guest speakers
Instructor-initiated role-play
Internet demonstration
Videos
Assignments and Methods of Evaluating Student Progress:
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Typical Assignments
a. Homework(eg. using the Employment and Career Services Center's software
"Choices," locate a minimum of two positions in the service industry.
Prepare a written report in response to the usage of the software of its
application)
b. Group projects
c. Prepare a role play
Methods of Evaluating Student Progress
a. Classroom participation
b. Quizzes
c. Projects/Papers
d. Final Examination
Textbook(s) Typical:
Customer Service, Skills and Concepts for Success, Robert Lucas,
Glencoe/McGraw-Hill, 2000
Special Student Materials:
None.
mc 12/20/01
COBUS37