Course Syllabus
HOSP 53, Customer
Section 1929, Fall 2016 Course Syllabus
HOSP 53 Syllabus - Fall 2016 - Section 1929.pdf
Course Description
Introduction to principles and techniques for delivering outstanding customer service. Covers the attributes of customer service-oriented businesses and development of appropriate customer service skills.
Student Learning Outcomes
Class Meetings
August 24 - November 16, 2016
Wednesdays - 1:00 - 3:00 pm
John Muir Charter School- 141 Stony Circle, Suite 204
Instructor Contact
Kim Kinahan
Email: kkinahan@santarosa.edu
Phone: (707) 396-8791
Office Hours: Available by appointment
I respond to emails within 24 hours.
Course Web Site
Students will use the Canvas course web site for assignment instructions, submitting assignments, sharing resources, and viewing grades.
Textbook
Customer Service: Career Success through Customer Loyalty (6th Edition) Published by Pearson Higher Ed, April 5, 2013
Important Dates
Day Class Begins: 8/24/2016
Day Class Ends: 11/16/2016
Last Day to Add without instructor's approval:
Last Day to Drop with refund: 8/31/2016
Last Day to Add with instructor's approval: 9/7/2016
Last Day to Drop without a 'W' symbol: 9/7/2016
Last Day to Opt for Pass/No Pass: 9/14/2016
Last Day to Drop with a 'W' symbol: 10/25/2016
Dropping the Class
If you decide to discontinue this course, it is your responsibility to officially drop it. A student may be dropped from any class when that student's absences exceed ten percent (10%) of the total hours of class time. It is strongly advised that if you need to miss more than one class/homework deadline in a row that you contact the instructor to avoid being dropped from the class.
Attendance
For face-to-face courses, students who fail to attend the first class meeting may be dropped by the instructor. For classes that meet online, students who fail to log on and initiate participation by 11:59 p.m. Pacific Time of the first day of the class may be dropped by the instructor.
Pass‐NoPass (P/NP)
You may take this class P/NP. You must decide before the deadline, and add the option online with TLC or file the P/NP form with Admissions and Records. With a grade of C or better, you will get P.
You must file for the P/NP option by [date]. Once you decide to go for P/NP, you cannot change back to a letter grade. If you are taking this course as part of a certificate program, you can probably still take the class P/NP. Check with a counselor to be sure.
Late Policy
All assignments are due on the due date unless prior arrangements have been made with the instructor.
Exams
There will be a Final Exam on the last day of class, November 16. There will be no make-up exam offered without prior approval of the instructor.
Grading Policy
Click the “Grades” link in Canvas to keep track of your grades. I grade once a week and post grades and comments in the Canvas gradebook.
Grades will be assigned as follows:
|
A |
90% - 100% |
|---|---|
|
B |
80% - 89% |
|
C |
70% - 79% |
|
D |
60% - 69% |
| Report/Presentation on Company's customer service practices | 15% |
| Class participation and in-class activities | 40% |
| Case Studies | 30% |
| Final Exam | 15% |
| TOTAL | 100% |
*Role Plays (class participation)
In a world where being a "team player" is often a key part of business success, especially in customer service; cooperative learning is a useful and relevant tool. To reflect the realities of a working customer service oriented organization, the class will implement core concepts through a strong emphasis in a group practice. Some of the best creative work come from teams, working together to exchange ideas. Please come to call ready to participate.
Role plays and class participation make up 40% of your grade, if you are absent, you will not receive any credit for the role play you missed.
At the end of each class you will write a short debrief about the class activities(s).
- Discuss your experience with this exercise
- What did you learn from it
- How can you apply what you learned to your personal life, job or future career
Standards of Conduct
Students who register in SRJC classes are required to abide by the SRJC Student Conduct Standards. Violation of the Standards is basis for referral to the Vice President of Student Services or dismissal from class or from the College. See the Student Code of Conduct page.
Collaborating on or copying of tests or homework in whole or in part will be considered an act of academic dishonesty and result in a grade of 0 for that test or assignment. Students are encouraged to share information and ideas, but not their work. See these links on Plagiarism:
SRJC Writing Center Lessons on avoiding plagiarism
SRJC's statement on Academic Integrity
Special Needs
Every effort is made to conform to accessibility standards for all instructor-created materials. Students should contact their instructor as soon as possible if they find that they cannot access any course materials. Students with disabilities who believe they need accommodations in this class are encouraged to contact Disability Resources (527-4278).
Class Schedule
(subject to change)
| Week | Topic / Activities | Reading |
| 1 - Aug. 24 | What is Customer Service | Chapter 1 |
| 2 - Aug. 31 | The Challenges of Customer Service | Chapter 2 |
| 3 - Sept. 7 |
Problem Solving Case Study #1 Due |
Chapter 3 |
| 4 - Sept. 14 | Strategy for Formulating a Plan for Success | Chapter 4 |
| 5 - Sept. 21 | Empowerment | Chapter 5 |
| 6 - Sept. 28 | Communications in Customer Service | Chapter 6 |
| 7 - Oct. 5 |
Coping with Challenging Customers Case Study #2 Due |
Chapter 7 |
| 8 - Oct. 12 | Motivation | Chapter 8 |
| 9 - Oct. 19 | Leadership in Customer Service | Chapter 9 |
| 10 - Oct. 26 |
Customer Retention and Measurement of Satisfaction Case Study #3 Due |
Chapter 10 |
| 11 - Nov. 2 | Technology and Excellence in Customer Service | Chapter 11/12 |
| 12 - Nov. 9 |
Company Visit Paper & Presentation Review for Final Exam |
|
| 13 - Nov. 16 | FINAL EXAM |
Course Summary:
| Date | Details | Due |
|---|---|---|