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Spring 2018

Business Administration Courses:

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BUS108 - Customer Service Management

Credits: 3

Catalog Description: The course provides an overview of basic elements of customer service, career options, and role in any industry. It studies leaders in service and the impact of service businesses on the world economy. The course presents case studies of businesses which utilize customer service and hospitality techniques to differentiate from their competition and to develop new products and services. It covers customer service philosophies, skills and innovations. The course examines available technology used to anticipate and manage customer needs and improve revenue and customer retention.

Lecture: 3 hrs.

Course Learning Outcomes (CLOs):
Upon successful completion of this course as documented through writing, objective testing, case studies, laboratory practice, and/or classroom discussion, the student will be able to:

1. Identify and demonstrate knowledge of basic customer service, hospitality and customer relationship management principles as it applies to their chosen career field using classroom technology.
2. Explain and demonstrate the role of technology in building customer relationships.
3. Identify and demonstrate how technology is used to develop marketing relationships and can be effectively used to service customers.
4. Identify at least 5 companies are at the forefront of innovation in customer service and future trends in the Customer Relationship Management as demonstrated through a final project and oral presentation.*
5. Apply interpersonal communication skills, customer service techniques and best practices to a minimum of 3 case studies to demonstrate how to build relationships with customers.
6. Demonstrate global business etiquette and international business communication standards.

* This course objective has been identified as a student learning outcome that must be formally assessed as part of the Comprehensive Assessment Plan of the college. All faculty teaching this course must collect the required data and submit the required analysis and documentation at the conclusion of the semester to the Office of Institutional Research and Assessment.

Content Outline:
I. Define CRM, Customer Service, Service Businesses & Hospitality
II. Best Practices & Benchmarking
III. Service vs. Hospitality
IV. Thinking outside the Box
V. Connecting with Community
VI. The Customer Focused Employee
VII. Marketing and Public Relations
VIII. Leadership in Service
IX. International Leadership
X. Service Recovery
XI. Putting it all Together
XII. Partnerships - The Decisions and Details
XIII. The Art of Hospitality

Effective Term: Fall 2012