HOSP 174 Customer Service and Conflict Resolution

This course will provide the student the opportunity to understand and demonstrate the importance of customer service and conflict resolution in today's competitive work environment. In addition, the student will acquire the soft skills to effectively communicate with customers using a great customer service attitude. The students will acquire the ability to understand and resolve conflict using various methods will be examined.

Credits

3 Credits

Semester Contact Hours Lecture

45

HOSP 174Customer Service and Conflict Resolution

Please note: This is not a course syllabus. A course syllabus is unique to a particular section of a course by instructor. This curriculum guide provides general information about a course.

I. General Information

Department

Business

II. Course Specification

Course Type

Program Requirement

Credit Hours Narrative

3 Credits

Semester Contact Hours Lecture

45

Grading Method

Letter grade

Repeatable

N

III. Catalog Course Description

This course will provide the student the opportunity to understand and demonstrate the importance of customer service and conflict resolution in today's competitive work environment. In addition, the student will acquire the soft skills to effectively communicate with customers using a great customer service attitude. The students will acquire the ability to understand and resolve conflict using various methods will be examined.

IV. Student Learning Outcomes

Upon completion of this course, a student will be able to:

• Define Customer Service
• Define "Moment of Truth"
• Identify and discuss the cycle of service.
• Identify the six major components of a customer focused environment.
• Evaluate and describe the socioeconomic changes that have influenced customer service.
• Discuss what steps are needed to resolve customer complaints.
• Describe anticipatory service.
• Demonstrate professional practices in diversity.
• Identify and discuss strategies for coping with stress.
• Define service breakdown.
• Identify service recovery strategies.
• Discuss the use of technology in customer service.

V. Topical Outline (Course Content)

A. What is customer service B. The challenges of customer service C. Problem solving D. Strategy for formulating a plan for success E. Empowerment F. Communications in customer service G. Coping with challenging Customer H. Motivation I. Leadership in customer service J. Customer retention and measurement of satisfaction K. Technology and customer service L. Excellence in customer service

VI. Delivery Methodologies

Required Assignments

Chapter homework and case studies with each chapter 1-12 Video role play scenarios Customer service observation and report Cultural diversity in customer service: A foreign country business etiquette presentation

Required Exams

Chapter tests Observation reports Etiquette presentation Video role play scenario rubrics

Required Text

Customer Service: A practical approach. Elaine K. Harris. 6th edition.

Specific Course Activity Assignment or Assessment Requirements

Chapter homework and case studies with each chapter 1-12 Video role play scenarios Customer service observation and report Cultural diversity in customer service: A foreign country business etiquette presentation Chapter tests Observation reports Etiquette presentation Video role play scenario rubrics