HOST 164 - Customer Service Operations

5 Credits

Providing excellent customer service is essential to the long-term viability of an organization. This business-oriented course focuses on providing customer service in the context of business operations (e.g. retail, hospitality, management) including face-to-face interactions, the expectations of individuals working directly with customers, and how employees can succeed in leaving a positive impression on stakeholders including customers, supervisors, and managers. The course provides fundamental elements of customer service and explains how they can be applied in any organization in real-world situations.

Fees

Quarters Typically Offered
Summer Day, Online

Winter Day, Online

Designed to Serve All students interested in managing people and/or working with customers.
Active Date 20190610T09:31:29

Grading System Decimal Grade
Class Limit 28
Contact Hours: Lecture 55
Total Contact Hours 55
Degree Distributions:
ProfTech Course Yes
Restricted Elective Yes
Course Outline

Providing customer service in face-to-face interactions
Successful teamwork and collaboration in customer service environments
Cash and credit card handling including PCI compliance
Introducing POS and PMS computer softwares that function as extensions of front-line customer service situations.
Problem-solving including customer service breakdowns, recovery, and moments of truth leading to wow factors.

Student Learning Outcomes
Learners will demonstrate soft and hard skills associated with customer service interactions in a variety of real or hypothetical business settings.

Learners will identify payment options and back-end (i.e. service provider) impacts for each payment option including PCI compliance, cash as an asset to be managed, and credit card fees.

Learners will accurately identify POS and PMS strategies including the differences between each, their operational capacities, the reporting types available, and what the most popular softwares are industry-wide.

Learners will demonstrate effective teamwork and collaboration skills in customer service settings including case studies and skill presentations (e.g. cash handling, business cards).

Learners will formulate strategies to manage their implicit bias and properly adapt their communication in a service environment.

Learners will demonstrate effective communication strategies in customer service cases leading to wow factors, loyalty, and successful moments of truth interactions using case studies and presentations.

Learners will interpret body language in customer service settings in order to adapt their own verbal and nonverbal communication to best fit the customer's needs.