WELCOME TO CUSTOMER SERVICE MANAGEMENT

 

 

CUSTOMER SERVICE MANAGEMENT

PROF.  ELIJAH COOKS

profcooks@asia.com

SYLLABUS

 

SPRING 2002

BLADEN 218  

301 322-0415

Customer service is required in overall business success..  Customer service is so important that no business or individual can succeed with it..  Good customer service will yield strong customer loyalty..  An objective of this course is to introduce students to the fundamentals of strong customer service.  A second objective is inculcate (teach) a variety of 21st century customer service techniques which will propel managers toward ensuring their staff is well trained in effective and efficient customer service...

 

GRADING:

     Students are required to research customer service cases, information, and articles, via online web sites and place the research in the HOST "BLACKBOARD" discussion board.  Placing research in the discussion board (on a regular basis) is 20% OF FINAL GRADE.

     Additionally, Four (4) comprehensive multiple choice exams shall be administered.  Exams shall be either online or in administered in the PGCC testing center. 

     The textbook for this course is optional since 95% of course research shall be derived from online websites. 

 

              Exam one     20% of final grade

               Exam two     20% of final grade

               Exam three  20% of final grade  

               Exam four     20% of final grade

      Research Posting  20% of final grade

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