General principles of customer service including skills, knowledge, attitudes, and behaviors.
Student Learning Outcomes
After completion of the course, the student will:
- Define customer service.
- Describe factors that have impacted growth of the U.S. service sector.
- Identify the socioeconomic and demographic changes that have influenced customer service.
- Recognize changes in consumer behavior that are impacting service.
- List the six major components of a customer-focused environment.
- Explain how some companies are addressing the changes impacting the service sector.
- Explain the elements of a service culture.
- Define a service strategy.
Required Textbooks
Customer Service: Customer Service Skills for Success, 6th edition, Robert W. Lucas, McGraw-Hill.
Evaluation Standards
Objective and/or skill based tests, reading and writing assignments, group projects, quizzes, and class participation.
Final grades will be calculated by the following scale:
A: 90% and above
B: 80 to 89%
C: 70 to 79%
D: 60 to 69%
F: less than 60%
Instructional Methods
Lecture, video and/or slides, group activities, written assignments, and/or oral reports.
Program Learning Outcomes
The student will develop a marketable skill for immediate employment. Opportunities for students to upgrade their skills will be provided. Students will obtain a background of business and career information for further study, further training, and citizenship.
Disabilities
ADA Statement:
Any student with a documented disability (e.g. learning, psychiatric, vision, hearing, etc.) may contact the Office on the Weatherford College Weatherford Campus to request reasonable accommodations. Phone: 817-598-6350 Office Location: Office Number 118 in the Student Services Building, upper floor. Physical Address: Weatherford College 225 College Park Drive Weatherford, TX.
Academic Integrity
Academic Integrity is fundamental to the educational mission of Weatherford College, and the College expects its students to maintain high standards of personal and scholarly conduct. Academic dishonesty of any kind will not be tolerated. Academic dishonesty includes, but is not limited to, cheating on an examination or other academic work, plagiarism, collusion, and the abuse of resource materials including unauthorized use of Generative AI. Departments may adopt discipline specific guidelines on Generative AI usage approved by the instructional dean. Any student who is demonstrated to have engaged in any of these activities will be subject to immediate disciplinary action in accordance with institutional procedures.
Hope Statement
Any student who faces challenges securing basic resources such as food, clothing, or housing and believes this may affect their performance in their course of study is urged to contact the Director of Student Resources, Dr. Deborah Cregger, for support at (817) 598-6444. Her office is on the first floor of Student Services. If the student prefers, they may contact their instructor, who can reach out on their behalf. Weatherford College also provides the Coyote Pantry. The Pantry maintains boxed and canned foods for students in need. The location of the Coyote Pantry is two blocks west of the Weatherford campus at the Baptist Student Ministry (118 E. Park Ave., Weatherford). Pantry hours are Mon-Thurs. 8:30 am-4:30 pm and Fri. 8.30 am-12:00 pm (817-599-6586).
Student Intellectual Property Rights
A student shall retain all rights to work created as part of instruction or using College District technology resources.
Last Modified
Thursday, September 9, 2021, 4:24 PM
