Instructor Information

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. Required reading for this course is Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service (Collins & Collins, 2003). The book is published by Kendall/Hunt Publishing. You can order the book online or by calling 800-228-0810. The book is also available through Amazon.com and e-CAMPUS.com.

Course Objectives

• To define customer service terminology, concepts, and principles.

• To identify the factors that are widening the gap between expected and actual or perceived service experiences and how they are affecting the delivery of customer service.

• To describe the elements of an effective service professional philosophy.

• To identify the planning steps and actions required for improving a service system.

• To explain the strategies and tactics required for aligning customer expectations with service performance and building employee allegiance.

• To differentiate between emotional and informational responsiveness.

• To select the appropriate evaluation tools for hiring service professionals and assessing their natural talents.

• To judge the effectiveness of a service system.

Grading and Assignments

• Learning Assignments: These are found in the class modules. There are seven learning assignments. The first six learning assignments are worth 5 points each. The seventh learning assignment is worth 50 points.

• Certification Quizzes and Exam: You will take your certification quizzes and the certification exam in Vista. There are six quizzes worth 10 points each. The certification/final exam is worth 100 points.

• Passing Score and Certificate Requirements: To receive a Certificate in Managing Customer Service from the School of Hotel and Restaurant Management at Northern Arizona University, you will need to earn 168 points. The course is self-paced. You should be able to complete the course within three months. Once you have started the course, you have up to four months to complete all of the course requirements. You can check the online grade book in Vista to track your progress.

• Integrity: There is no acceptable excuse for academic dishonesty. Should such a situation occur, the student will receive a "F" for the assignment and possibly the course.