Online Orientation - MGMT 1545

MGMT 1545-40: Customer Service

This course (formerly MGMT 19) is a ½ -semester credit course designed to provide the student with certain key skills and attitudes in order to effectively meet the needs of customers. The student will be introduced to the concept of internal and external customers, customer satisfaction, and customer retention. Topics will include communicating with customers, developing a positive attitude, handling complaints, and sales skills.

Advisory: Eligibility for English 1000 and Reading 1005 strongly recommended; 8 hours of lecture, 7 assignments, 1 final project

Prerequisite: None

Course Details

Instructor: David C. Layne, Ph. D.

E-Mail: dlayne@taftcollege.edu
Telephone: (661) 763-7931
Office Hours: The instructor will be available on campus on Monday through Friday, from 8:00 a.m. until 3:00 p.m. unless in classroom, or by appointment.
Student Contact Hours: The instructor is available Monday through Thursday from 1:30 p.m. to 2:00 p.m. to work directly with students on this course.

Units: ½ semester credit

Class Start and End: November 16th to December 1st, 2009 - Only two weeks, and entirely on-line. There are four lesson modules, seven homework assignments, and one final project.

Textbook & Estimated Costs:

Rental Textbook: This textbook is not able to be rented from the bookstore.
Purchased Textbook: Gerson, R. (1998). Beyond customer service: Effective programs for retaining your customers. Boston, MA: Crisp Fifty-Minute Series, NETg Publishing
ISBN10: 1-56052-461-8 or ISBN13: 978-1-56052-461-8

Estimated Time Per Week: 4 hours online, and 1-2 hours homework per assignment

Special Requirements:　Access to computer and Internet

Assignments & Tests:　7 assignments, one final project

Proctored Exams: None

Additional Comments: This course helps students learn to look beyond the sale and create lifetime customers. The customer is the focus in this course, and students will explore ways to successfully meet customers’ needs and expectations by using quality customer service skills.

Course Syllabus: Click the link to display the syllabus as a PDF file. The document will open in a new window.

New to ETUDES: Be sure to check System Requirements before getting started with ETUDES. You need to do this on each computer you use while taking a class through ETUDES.

ETUDES Course: You will log into the Etudes classroom with log-in information provided below:

New Users use the following login instructions:

Login ID

Password

First 2 letters of first name +
First 2 letters of last name +
Last 5 digits of your Student ID

(Type using all lower case letters)

Example:

Jose A. Garcia
ID: A000123456

Username = joga23456

MonthDay of birth in school records

(Type using all lower case letters)

Example:

Birthday is April 11th, 1982 (04/11/82)

Password = 0411

Previous Users use the following login instructions:

Login ID

Password

First 2 letters of first name +
First 2 letters of last name +
Last 5 digits of Student ID

(Type using all lower case letters)

Example:

Jose A. Garcia
ID: A000123456

Username = joga23456

Enter the password YOU set in a previous term

If you cannot remember your password, go to the ETUDES login screen and reset the password. Be sure to use the email address you used in on your application.

Disclaimer: The book prices are an approximation only and are subject to change.