Course Syllabus

Spring 2024 | BUS-1370-VO01 - Customer Service

Online Class

Online courses take place 100% online via Canvas, without required in-person or Zoom meetings.

Faculty

Daniel Alcorn
View Faculty Credentials
View Faculty Statement
Hiring Coordinator for this course: Nick Molander

Course Description

In this course students explore strategies for achieving customer retention and performance improvement for organizations across a wide variety of industries. Students analyze factors that ensure customer loyalty and consistent revenue growth retention while developing the individual skills necessary to implement an effective customer service strategy. Students will be prepared to earn the Certified Customer Experience Professional (CCEP) certification from the Customer Service Institute of America (CSIA).

Essential Objectives

1. Discuss how customer service is relevant to all industries and a critical element of a value proposition.
2. Describe customer-focused service and how it relates to the success of an organization.
3. Define and describe customer expectations and perceptions as it pertains to increasing customer satisfaction and loyalty.
4. Describe the value of strong internal partnerships within an organization.
5. Demonstrate effective communication skills, including empathic listening, building consensus, and meeting mutual goals.
6. Demonstrate the ability to enhance and align an organization’s customer focus through the development of a customer service plan.

Required Technology

More information on general computer and internet recommendations is available on the CCV IT Support page. https://support.ccv.edu/general/computer-recommendations/

Please see CCV's Digital Equity Statement (pg. 45) to learn more about CCV's commitment to supporting all students access the technology they need to successfully finish their courses.

Required Textbooks and Resources

*** This is a no cost textbook or resource class. ***

This course uses one or more textbooks/books/simulations.

Spring 2024 textbook details will be available on 2023-11-06. On that date a link will be available below that will take you to eCampus, CCV's bookstore. The information provided there will be specific to this class. Please see this page for more information regarding the purchase of textbooks/books.

BUS-1370-VO01 Link to Textbooks for this course in eCampus.

The last day to use a Financial Aid Advance to purchase textbooks/books is the 3rd Tuesday of the semester. See your financial aid counselor at your academic center if you have any questions.

Methods

Weekly online meeting (Zoom).

Weekly readings (book), videos (youtube), and .pdfs (Canvas).

8 Weeks of CSIA Modules (outside website).

Weekly assignments (15).

Evaluation Criteria

This course consists of 8 CSIA Modules (taken online) for 80 pts (26.66%)

and 15 assignments (from the book) for 220 pts (73.33%)

The course is based on 300 pts.

Grading Criteria

CCV Letter Grades as outlined in the Evaluation System Policy are assigned according to the following chart:

	High	Low
A+	100	98
A	Less than 98	93
A-	Less than 93	90
B+	Less than 90	88
B	Less than 88	83
B-	Less than 83	80
C+	Less than 80	78
C	Less than 78	73
C-	Less than 73	70
D+	Less than 70	68
D	Less than 68	63
D-	Less than 63	60
F	Less than 60
P	100	60
NP	Less than 60	0

Weekly Schedule

Attendance Policy

Regular attendance and participation in classes are essential for success in and are completion requirements for courses at CCV. A student's failure to meet attendance requirements as specified in course descriptions will normally result in a non-satisfactory grade.

• In general, missing more than 20% of a course due to absences, lateness or early departures may jeopardize a student's ability to earn a satisfactory final grade.
• Attending an on-ground or synchronous course means a student appeared in the live classroom for at least a meaningful portion of a given class meeting. Attending an online course means a student posted a discussion forum response, completed a quiz or attempted some other academically required activity. Simply viewing a course item or module does not count as attendance.
• Meeting the minimum attendance requirement for a course does not mean a student has satisfied the academic requirements for participation, which require students to go above and beyond simply attending a portion of the class. Faculty members will individually determine what constitutes participation in each course they teach and explain in their course descriptions how participation factors into a student's final grade.

Participation Expectations

If your class has an online discussion forum, you are expected to answer all questions that I post and reply to at least two classmates in order to get full credit for that discussion.

If your class is a face-to-face class, you are expected to come to each class and participate to the best of your abilities.

I understand that talking during class, whether its online or face-to-face, can be intimidating. I promise that the more you participate, the more you will get out of your course.

Missing & Late Work Policy

It is important to stay up to date and on time with your assignments. All assignment due dates are listed in Canvas.

If your course has an online discussion, those discussions cannot be made up once they close. This is essentially the same as talking in a classroom after class ends.

If your course has a written assignment or quiz, these can be made up after the due date but are subject to a 5% per day late penalty.

If you are falling behind, contact me as soon as possible. The more time I have to work with you the better I can help you.

All assignments must be turned in by the final day class. No work is accepted after that date without an approved incomplete.

Accessibility Services for Students with Disabilities:

1. Provide disability documentation to the Accessibility Coordinator at your academic center. https://ccv.edu/discover-resources/students-with-disabilities/
2. Request an appointment to meet with accessibility coordinator to discuss your request and create an accommodation plan.
3. Once created, students will share the accommodation plan with faculty. Please note, faculty cannot make disability accommodations outside of this process.

Academic Integrity