512 course syllabus

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512 course syllabus

  1. 1. Front-End Customer Service Tillamook County General HospitalCourse Title and Number: Instructor:Front-End Customer Service Sarah MillerYear and Term: Course Credits: Office Location:Fall 2012 n/a EmailOffice Phone: Office Hours: Class Location:Email Email OnlineMeeting Time/Days: Email Address:Online millersb@ah.orgWeb Page Address: Fax Number:n/a n/aCourse Description A general overview of Customer Service, applicable just about anywhere, but designed specifically for use at the local hospital in Tillamook, OR.Course Objectives Module 1 – Why Does Customer Service Matter?Reflecting Expected  Describe Basic Elements of Excellent Customer ServiceStudent Learning (AIDET)Outcomes  Describe What a Customer-Friendly Attitude is  Complete Customer Focus Questionnaire and Report on Results  Review Scripted Examples  Complete Assessment Module 2 – Be Engaging and Listen to Your Customers  Describe Proper Body Language to be Used with a Customer  Describe Steps to Ensure You Are Listening  Review Scripted Examples  Complete Assessment Module 3 – Excellent Customer Service Over the Telephone and via Web/ Email  Describe How You Can Improve the Inflection You Use Over the Phone  Describe Common Types of Communication Styles – What is Yours?  Review Scripted Examples  Complete Assessment Module 4 – Recover From Customer Service Blunders and Deal with Customer Complaints  Describe the “Forbidden Five” Phrases  Describe the Steps for Handling a Complaint  Describe Steps to Diffuse Customer Anger  Describe Steps to Service Breakdown Recovery  Watch Scripted Examples  Complete Assessment Module 5 – The Future of Customer Service/ Emerging Trends/ Evolution 1|Page
  2. 2.  Describe Customer Relationship Management  Describe how to Develop Customer Loyalty and Trust Online  Watch Scripted Examples  Complete AssessmentGrading Course Requirements: Course needs to be completed in order to receive professional development credit. It’s not graded, but you’ll receive scores for all of your assessments, and a final average. Students who need reasonable accommodation should contact the instructor or call Disability Services for Students at 541-888-7405. Policies on Missed Exams and Late Work: Everything need to be completed by the end of the time period (about 10-12 weeks). If you have anything missing and your average score falls below an 80%, you’ll need to make up that work or retake something. Grading Scale and Standards: Students need to complete everything with an average of 80%; no grades will be assigned. Disclaimer Regarding Changes: Changes may be made at the discretion of the Revenue Cycle Director. OptionalText(s) Required Text(s), Title(s), Author(s) and Edition(s): Leland, K., & Bailey, K. (2006). Customer Service For Dummies (3rd ed.). For Dummies. Optional Text(s): Library Reserve Materials: Required Reading Assignments with Due or Discussion Dates: Optional Reading Assignment(s): (Be sure to inform or confirm with the library)Required Materials A flash drive would be a helpful thing to have in this class. You will not need a calculator or other materials. You will need access to a computer and internet.Term Calendar Topics to be Covered:(The instructor reserves Obj Task Datethe right to alter dates ofpresentations and 1 Complete Module 1: "Why Does Sept. 4- Sept. 10exams/projects.) Customer Service Matter?" 2|Page
  3. 3. 1.1 Describe Basic Elts of Excellent Customer Service (AIDET)1.2 Describe What a Customer- Friendly Attitude is1.3 Complete Customer Focus Questionnaire and Report on Results1.4 Review Scripted Examples1.5 Complete Assessment2 Complete Module 2: "Be Sept. 11-Sept. 17 Engaging and Listen to Your Customers"2.1 Describe Proper Body Language to be Used with a Customer2.2 Describe Steps to Ensure You are Listening2.3 Review Scripted Examples2.4 Complete Assessment3 Complete Module 3: "Excellent Sept. 18-Sept. 24 Customer Service Over the Telephone and Web/ Email"3.1 Describe How You Can Improve the Inflection You Use Over the Phone3.2 Describe Common Types of Communication Styles. Whats yours?3.3 Review Scripted Examples3.4 Complete Assessment4 Complete Module 4: "Recover Sept. 25-Oct. 1 From Customer Service Blunders and Deal with Customer Complaints"4.1 Describe the "Forbidden Five" Phrases4.2 Describe the Steps for Handling a Complaint4.3 Describe Steps to Diffuse Customer Anger4.4 Describe the Steps to Service Breakdown Recovery 3|Page
  4. 4. 4.5 Watch Scripted Examples 4.6 Complete Assessment 5 Complete Module 5: "The Future Oct. 2-Oct. 12 of Customer Service/ Emerging Trends/ Evolution" 5.1 Describe Customer Relationship Management 5.2 Describe how to develop customer loyalty and Trust online 5.3 Watch Scripted Examples 5.4 Complete Assessment Reading Assignments: Due dates for Major Requirements: Exam Dates: 1.5 Complete Assessment – After Completing Module 1 (Due Sept. 10) 2.4 Complete Assessment – After Completing Module 2 (Due Sept. 17) 3.4 Complete Assessment – After Completing Module 3 (Due Sept. 24) 4.6 Complete Assessment – After Completing Module 4 (Due Oct. 1) 5.4 Complete Assessment – After Completing Module 5 (Due Oct. 12)RecommendedSupplemental CourseMaterialsUnique Class This course will utilize Moodle, a learning management system. AProcedure/Structures course key and enrolment instructions will be sent to the email that we have on file for you, 1 week prior to the start of the course.Special ComponentsPrerequisites There are no pre-requisites for this class. 4|Page

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