Course Syllabus

10-196-108
Fall/Spring Semesters

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This course examines excellence in service as the competitive edge in today's business world.  Students will analyze the characteristics of a model of good service as depicted by the Service Triangle.  They will then apply the principles derived from the analysis by conducting a comprehensive customer service strategy.  Customer communications, including handling complaints, is emphasized.  Practical techniques for achieving customer satisfaction are integrated throughout the course.

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Course Information

Course Title:  Customer Service
Course Number: 196-191
Credits: 1
Required Texts and Materials: The World of Customer Service, Pattie Odgers, Thomson/South-Western Publishing, 2nd edition, copyright 2008.  ISBN #0-538-73046-3.

Text may be purchased at the WITC Ashland campus Bookstore or an On-Line bookstore (if you do not purchase this text from the WITC Ashland campus Bookstore please make sure to get the correct text, title, publisher and 2nd edition) because all the assignments and assessments will be based on this specific textbook.

• Online students should make every effort to accomplish the work at the pace indicated by the schedule.  Online students should login to the course frequently to check for announcements and participate in course discussions.
• Students are to make copies of all of their work on a regular basis. 

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Instructor  Contact Information (Mike Bark):

You may contact Mike Bark using any of the following methods:

1. Email: mbark@witc.edu
2. Phone: 715-682-4591 Ext. 3177 or toll free 1-800-243-witc Ext. 3177.
3. The Blackboard Email
4. On campus during office hours or by appointment.
   
   Office: Room 113
   Office Hours: By Arrangement.

To assure a prompt response, please include your course number in the subject section of your email.  Include your full name, page number, and assessment number in all correspondence with the instructor. Make sure to provide adequate detail in your message.  My bio is available by clicking onto:  http://courses.witc.edu/ash/staff/bio/mbark.htm

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Software: Windows 95 or higher must be installed on your computer.  This course assumes a complete installation of a Web browser software and its components, and that you have an existing e-mail account and an Internet connection.  

An Internet connection is required to work with this course on-line.  If doing these exercises from home, you will need to be connected through an ISP.  Most schools and businesses will have a live connection to the Internet available at all times which negates the need to dial the ISP.  If you are using America On-line as their ISP, you can use IE or Netscape as their browser when connected through AOL as some Web pages appear best when viewed through IE or Netscape Navigator.     

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Core abilities address broad knowledge or skills that are transferable and go beyond the context of a specific course.  Developing core abilities and applying them in your course work will help you increase the likelihood of career success.

1. Communicate effectively (WI Technical College System Basic Skills).

• Learner applies appropriate reading, writing, speaking and listening skills to express information,       ideas and opinions.

2.  Contribute to a team effort.
3.  Identify and meet customer needs.
4.  Make decisions about goals, standards and priorities.
5.  Think critically and creatively.

• Learner applies the principles and strategies of purposeful organized thinking.
• Learner practices analytical, explorative and innovative thinking.
• Learner demonstrates the integration of culturally and aesthetically based knowledge and understanding into problem-solving activities.

6.  Use technology.

• Learner recognizes the impact of technology.
• Learner selects and uses appropriate technology.

7.  Work cooperatively.

• Learner works with others to complete tasks, solve problems, resolve conflicts, share information and offer support with a global and cultural awareness.

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Upon successful completion of this course, the student in accordance with the grading standards will be able to:

1.  Conceptualize service as a sub-set of the marketing mix element of the marketing strategy.
2.  Analyze a model of good customer service.
3.  Evaluate a service strategy of a marketing enterprise.
4.  Describe the scope of customer communications and describe its role in customer retention. 

Advanced Standing:

Read more about Credit for Prior Learning and Life Experience.

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Grading Rationale:*

Grades will be determined by your completing the 13 Chapter Written Assignments will include Questions for Critical Thinking, Case Problems and Communication Skills at Work.  Plus, 4 Unit Tests/Quizes which will be based on 20 True and False questions.  Final grades will be based on the following criteria:

50% Based on 13 Chapter Written Assignments (Which will include Questions for Critical           Thinking, Case Problems and Communication Skills at Work).

50% Tests/Quizzes on Part 1 - 4 (see table of contents for chapters in each part/unit) and your customer service strategy/plan.  

Each week, students will be assigned at least one chapter to complete in order to keep on target for the semester.  All students are encouraged to refer to the current WITC Student Handbook regarding grading criteria (also see chart below) and other important information regarding your course assessment.
 

Grading Scale:

Students who want to drop or audit the class should contact the Registration office and their Instructor.  Students who audit the class may choose to participate in all class testing activities, but do not receive a grade.

Please refer to the College Calendar for important dates for changing status or withdrawing from a class.

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Attendance

Because you are enrolled in a web-based course, attendance is not an issue as compared to a traditional class situation. However, it is your responsibility to maintain a pace that will allow you to successfully complete this class by your established deadline. Thus, I would like you to keep in contact with me on a regular/at least weekly basis.

WITC semesters are 16 weeks in length. If you register at the beginning of the semester you will then have 16 weeks to complete 13 chapters/written assignments and 4 Unit Tests/Quizes.  If you register later in the semester, you must realize that you will have to work that much harder to complete the required course content by the end of the semester.

If I do not receive assignments or communication from you on a regular basis I may contact you by e-mail or refer your name to a counselor to contact you to see if there is anything we can do to help you get back on track and be able to complete the course within the established timeline.

ALL COURSE ASSESSMENTS and ASSIGNMENTS MUST BE SUBMITTED BY THE LAST DAY OF THE SEMESTER IN WHICH YOU REGISTERED FOR THE COURSE.

Other dates of interest may be found on the WITC Academic Calendar

A grade of Incomplete "I" will not be given for this course.  If a student has made significant progress, and extenuating circumstances prevent course completion, the student should notify the instructor so other arrangements may be made.

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Special Needs Services

If you feel that you would like help, need a tutor, or may have a question or concern, please contact me as soon as possible.

If it is convenient and you live close to the WITC Ashland campus, visit me in person on campus. Otherwise call me at (715) 682-4591 ext 3177 or 1-800-243-witc ext 3177. If I am not at my desk, please leave a message. As you know, you can also send me an e-mail message at mike.bark@witc.edu.

WITC Equal Opportunity Statement

WITC is an equal opportunity employer/educator functioning under an affirmative action plan and does not discriminate on the basis of race, color national origin, sex, disability, or any other legislated categories in its services, employment programs and/or educational programs and activities. This includes but is not limited to admissions, treatment, and access. The following person has been designated to handle inquiries regarding nondiscrimination, Title IX, Section 504 and Title VII policies:

Contact the WITC Affirmative Action Officer/Title IX, Section 504 & Title VII Coordinator WITC Administrative Office 505 Pine Ridge Drive Shell Lake, WI 54871 715-468-2815 ext 2225.

WITC Accommodations for Persons with Disabilities

Reasonable accommodations for persons with disabilities will be made to ensure access to academic programs, activities, services and employment in accordance with 504 of the Rehabilitation Act of 1973 and the Americans With Disabilities Act of 1990 Standards.

Persons requiring accommodation should contact a WITC campus Student Services Center or Ms. Sandra Sutter, Affirmative Action Officer at least 14 days in advance of needed assistance. Please view WITC's services for Special Needs.

Safety

Please be aware that the internet is not a closed communication system and that not all data may be correct. Be cautious about giving out personal information when visiting sites and surfing the "net" whether you are doing an activity as a part of this class, for business, or leisure.

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Is web-based education for you?

Distance learning is NOT for everyone. To see if you have the tools for success is this virtual environment for learning, by take the: 
Is Web-Based Education for You assessment. 

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The very nature of higher education requires that students adhere to accepted standards of academic integrity. Therefore, Wisconsin Indianhead Technical College has adopted a Student Code of Conduct and an Acceptable Internet Use Agreement. These may be found in the WITC  Student Catalog and Handbook.  Among the violations of academic integrity are: cheating, plagiarism, falsification and fabrication, abuse of academic materials, complicity in academic dishonesty, falsification of records and official documents, personal misrepresentation and proxy, and bribes, favors, and threats. 

It is the student's responsibility to be aware of behaviors that constitute academic dishonesty. Pursuant to the due process guarantees contained in the Policy and Procedures on Student Academic Integrity.

Users of the college's technology facilities and resources are expected to use these resources responsibly and appropriately, respecting the rights of other users and respecting all contractual and license agreements.

Copying software is in violation of Federal law and College policies. You do not have the right to make copies of software for yourself or others and receive and use unauthorized copies of software.

The WITC software and computer use policies are set forth in the WITC Student Catalog and Handbook.  You are responsible for reading and following the rules as stated in the Catalog and Handbook.  WITC has links providing assistance to students on technology matters.  They are WITC's Helpful Web Links and WITC Technology Tips.

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Campus Student Services Resource Directory

Use the following Student Service Resource Directory to access important services.

• Ashland Campus
• New Richmond Campus
• Rice Lake Campus
• Superior Campus

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WITC contracts to provide Blackboard technical support 24 hours a day, 7 days a week.

Typical issues include:

• Forgotten password
• Difficulties logging in
• Unable to access pages
• Server errors

If you are experiences these or other problems with Blackboard then please contact our Help Desk/technical support:

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WITC's web policy requires a link to the WITC's Web Site.

Home Page Disclaimer

The individual web pages of WITC staff and faculty do not in any way constitute official WITC content. The views and opinions expressed in these pages are strictly those of the page authors and comments on the contents of those pages should be directed to the page authors.

Link Disclaimer

When you leave WITC's web space to visit other sites, WITC will not accept any responsibility for the contents of those sites.

I SINCERELY HOPE YOU ENJOY THE COURSE!!!

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