Maui Community College
Course Outline
1. Alpha and Number
Course Title
BUSN 161
Customer Service
Credits
Three (3)
Date of Outline
October 20, 2005
2. Course Description
This course builds and maintains the critical
skills and understanding necessary to be a
dynamic and successful member of today’s
rapidly growing service economy. Individuals
who work with customers will gain insight into
customer behavior and attitudes and will
develop strategies to create positive customer
relationships encountered in various situations
on the job. This is a Business Technology
Program course. (Formerly BUS 121.)
3. Contact Hours/Type
Three (3) Hours/Lecture/Lab
4. Prerequisites
ENG 22/55, or placement at ENG 100; or
consent.
Corequisites
Recommended Preparation
Approved By
Date
5. General Course Objectives
 To expose, to familiarize, and to enable the student to both understand and use
the current principles, concepts, and techniques of customer service.
 To aid the student in determining where, when, why and how to apply the skill
and knowledge attained.
 To allow the student an opportunity to apply the knowledge gained in a controlled environment.
6. Specific Course Competencies
 Explain the importance of customer service
 Discuss customer service challenges/opportunities
 Strengthen problem solving skills.
 Develop strategy formulation abilities.
 Discuss the importance of empowerment.
 Improve communication skills.
 Learn how to deal with challenging customers.
 Discuss how people are motivated,
 Broaden leadership skills.
 Discover ways to measure customer satisfaction.
 Discuss customer service recovery.
 Describe customer service trends.
 Identify the elements of customer service excellence.
6. Recommended Course Content and Approximate Time Spent
2 weeks
2 weeks
Introduction to Customer Service, Customer Loyalty and
Exceptional Service Attitude and Personal Approach with
Customers
Resolving Customer Conflicts and Complaints, Recovery From and Winning Back the Angry Customer
2-3 weeks Skills to Better Manage a Customer Service Role, Fundamentals of Communicating with Customers
2-3 weeks Importance of Non-Verbal Communication, Dress, and Listening Skills,
Telephone Communication, Written Communication
3-4 weeks Challenges When Serving Customers Online, Using Technology to Communicate with Customers
2 weeks
Trends and Challenges in Customer Service
! week
Special topics
6. Recommended Course Requirements
Specific course requirements are at the discretion of the instructor at the time the
course is being offered. Suggested requirements might include, but are not limited to:
Written or oral examinations
Practical examinations
In-class exercises
Homework assignments
Quizzes
Projects or research (written reports and/or oral class presentations)
Attendance and/or class participation
9. Text and Materials
THE WORLD OF CUSTOMER SERVICE, Odgers, South-Western Publishing,
2003.
Materials:
Text(s) may be supplemented with:
Articles, handouts and/or exercises prepared by the instructor
On-line materials
Other:
Appropriate films, videos
Guest speakers
10. Evaluation and Grading
Evaluation will be based on a composite of written examinations, projects, assignments, class participation and attendance. It may include also: quizzes, research/term papers, oral and/or written reports, or other appropriate evidence of the
student’s work/knowledge.
11. Methods of Instruction
Instruction methods may include: lecture, discussion, video tapes, experiential exercises, student presentations, cases, guest lectures, individuals and group projects,
field trips, simulations, computer work, assignments, tests, and readings.