MCS100
Managing Customer Service

Class Syllabus Vista Instructor Help Home:
Course Offering

Course Number

 MCS 100, Managing Customer Service

School and University

 School of Hotel and Restaurant Management, Northern Arizona University

Accreditation Organizations

 North Central Association of Schools and Colleges, The International Council on Hotel, Restaurant and Institutional Education (CHRIE)

Who may enroll?

 This course is designed to meet the educational needs of people currently working in any service organization. You can enroll at any time. The course is self-paced. You have up to four months to complete the course requirements.

Program

 Hotel and Restaurant Management (HRM)

Instructor

 Galen R. Collins, Ph.D., Professor and Associate Dean

Credits/price

 Once you successfully complete the course, you will receive a Certificate in Managing Customer Service from the School of Hotel and Restaurant Management at Northern Arizona University. The course price is $299. The price does not include the textbook ($29.95). You can order the book online (Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service by Collins & Collins, 2003)or by calling 800-228-0810. The book is also available through Amazon.com.

Delivery System

 World Wide Web Delivery

Course Description

 The purpose of this course is to provide strategies and tactics for managing service expectations and experiences. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals and new approaches in the design, staffing, marketing, and management of the service system. You will learn how to create a positive customer service climate that harnesses the natural talents of service professionals. This course offers unique and useful guidance on the hiring, training, supporting, retention, and empowerment of service professionals.

Course Dates

 You can enroll in this course at any time.

Registering and Getting Started
  1. Register for this class by completing the following registration form and either faxing it (928-523-5233) or mailing it to Cindy Bublitz, NAU Box 6024, Flagstaff, Arizona, 86011.  For any questions, contact Ann Messenger at 928.523.8292 or e-mail  her at Margaret.Messenger@nau.edu.  Pay through check or money order or via credit card (Visa, MasterCard, or American Express). Make check payable to Northern Arizona University.
  2. Visit the MCS 100 course site for a test drive.
  3. Visit the help page to learn about course organization and technical requirements.
  4. Thoroughly read the syllabus for assignment due dates and other course-related instructions.
  5. Visit the instructor page to learn about me, and be sure to visit my virtual office.
  6. Finally, enter the class. This is where you will spend most of your time. Required readings, assignments, and learning activities are presented in this area. Vista will be used for communication and for taking quizzes and the certification exam.

Send E-mail to Galen Collins at Galen.Collins@nau.edu
or call (928)523-7333