Course Descriptions & Syllabi

Course Descriptions & Syllabi

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Note: some or all of the courses in the subjects marked as "Transfer" can be used towards a transfer degree: Associate of Science and Arts or Associate of Engineering Science at DACC. Transferability for specific institutions and majors varies. Consult a counselor for this information.

Areas of Study | | BMGT103 syllabus




COURSE NUMBER: BMGT103
COURSE TITLE:Customer Engagement
DIVISION:Business
IAI CODE(S):
SEMESTER CREDIT HOURS:2
CONTACT HOURS:30
STUDENT ENGAGEMENT HOURS:90
DELIVERY MODE:Hybrid

COURSE DESCRIPTION:
Customer Engagement will focus on developing appropriate skills, knowledge, and attitudes needed to win customer satisfaction and loyalty. The importance of the relationship between the customer and the organization will be studied and related to the organizational purpose. Key business themes and concepts will include: 1) awareness of the challenges and opportunities in customer service; 2) the ability to lead, expand, and empower the service process utilizing customer service strategies to exceed customer expectation and create customer loyalty; and 3) a clear understanding of the future directions of customer service, engagement, and satisfaction and specific skills for professional success.

PREREQUISITES:

NOTES:

STUDENT LEARNING OUTCOMES:
Upon completion of this course, students will be able to:
  • Demonstrate effective communication skills including digital communication skills. Students will demonstrate knowledge of role of non-verbal and verbal communication pertinent to customer service.
  • Recognize and apply the elements of effective two-way interpersonal communication and effective listening fundamentals.
  • Explain the importance of effective communication in customer service and relevance to professional customer service image.
  • Demonstrate and apply the foundational customer service principles including the following key components: Identifying the four key behavioral styles and the roles they play in customer service and apply effective strategies for each style; Applying knowledge of behavioral styles in difficult customer situations; Identifying strategies for preventing customer dissatisfaction and problem solving; Recognizing the changes in consumer behavior that are impacting service and apply to customer service examples; Demonstrating understanding of the six major components of a customer focused environment and apply to analysis of customer service cases; Explaining the elements and strategies of a successful service culture.
  • Demonstrate awareness and knowledge of global influences on businesses including cultural aspects relating to global business practice relevant to customer service and identify growing trends in society that impact business.
  • Demonstrate knowledge and identify examples of how technology enhances an organization's service delivery capabilities and how companies are integrating the evolving web-based and mobile technologies into their service strategies.

TOPICAL OUTLINE:
  1. What is Customer Service
  2. Challenges of Customer Service
  3. Problem Solving
  4. Strategies for Success
  5. Empowerment
  6. Communications in Customer Service
  7. Coping with Challenging Customers
  8. Leadership in Customer Service
  9. Customer Relations
  10. Excellence in Customer Service

TEXTBOOK / SPECIAL MATERIALS:
See bookstore website for current book(s) at https://www.dacc.edu/bookstore

EVALUATION:
A point system will be used to determine student grades. Point values will be assigned to all homework, tests, projects, and exams. The following percentages will be used in determining grades:

90-100% = A

  80-89% = B

  70-79% = C

  60-69% = D

  59-below = F


BIBLIOGRAPHY:

STUDENT CONDUCT CODE:
Membership in the DACC community brings both rights and responsibility. As a student at DACC, you are expected to exhibit conduct compatible with the educational mission of the College. Academic dishonesty, including but not limited to, cheating and plagiarism, is not tolerated. A DACC student is also required to abide by the acceptable use policies of copyright and peer-to-peer file sharing. It is the student’s responsibility to become familiar with and adhere to the Student Code of Conduct as contained in the DACC Student Handbook. The Student Handbook is available in the Information Office in Vermilion Hall and online at: https://www.dacc.edu/student-handbook

DISABILITY SERVICES:
Any student who feels s/he may need an accommodation based on the impact of a disability should contact the Testing & Academic Services Center at 217-443-8708 (TTY 217-443-8701) or stop by Cannon Hall Room 103. Please speak with your instructor privately to discuss your specific accommodation needs in this course.

REVISION:
Fall 2019

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