Version: 3/20/2019 2
Additional Course Information
Topical Outline: Each offering of this course must include the following topics (be sure to include information regarding lab,
practicum, and clinical or other non-lecture instruction).
This course provides students with the basic concepts and current trends in the customer service industry.
Special areas of emphasis include problem solving, development of a customer service strategy, creating customer
service systems, coping with challenging customers, customer retention, and measuring satisfaction.
Course Learning Outcomes:
Learning Outcomes – Upon successful completion of this course, students will:
Examine internal and external customer relationship management (CRM) strategies.
Methods of Assessment:
Homework and Daily work
Exams
Final
Required text(s), optional text(s) and/or materials to be supplied by the student:
The most recent edition of Customer Service: A Practical Approach by Elaine Harris. Pearson.
Suggested Course Maximum:
35
List any specific or physical requirements beyond a typical classroom required to teach the
course.
None
Course Requirements/Grading System: Describe any course specific requirements such as research papers or
reading assignments and the generalized grading format for the course.
50% Homework, interview and assignments
30-40% Exams
10-20% Final Exam
The following grading scale will be used to determine grades for the class.
If your score is Your grade is
90% up to 100% A
80% up to 89% B
70% up to 79% C
60% up to 69% D
59% or below F
Curriculum Checklist:
☐Administrative General Education Course (from ACGM, but not in WCJC Core) – No additional documents
needed.
☐Administrative WCJC Core Course. Attach the Core Curriculum Review Forms
☐Critical Thinking
☐Communication
☐Empirical & Quantitative Skills
