BUS 50P - Quality Customer Service
Instructor: Noureddine Lalami
Email Instructor:
nlalami@chabotcollege.edu
Instructor phone: 510-723-6653
Course Description
Techniques
and tools to understand customer expectations, and to exceed those
expectations. Includes analysis of customer needs, delivery of quality
customer service, and dealing with challenging customers to win customer
loyalty.
Check the college catalog
for CSU/UC transferability and to see if this course meets AA/AS degree
requirements.
This class begins September 28th and ends November 6th (late start)
On-Campus Meetings
There are no required on-campus meetings for this class. You can attend an OPTIONAL, on-campus
Orientation to Online Learning that
provides Blackboard log in instructions and help, an overview of the Blackboard
course management system, and tips on netiquette, time management, and study
skills for the online student. Attend any one of these sessions:
-
Monday, August 17th, 5:30-6:30 p.m., in Room 1602
-
Tuesday, August 18th, noon-1:00 p.m., in Room 1602
-
Wednesday, August 19th, 4:00-5:00 p.m., in Room 1618
-
Thursday, August 20th, noon-1:00 p.m., in Room 1602
-
Saturday, August 22nd, 10:00-11:00 a.m., in Room 1602
-
Monday, August 24th, 5:30-6:30 p.m., in Room 1602
If you're taking a late start Fall class, you can also attend one of these
sessions:
-
Tuesday, September 8th, noon-1:00 p.m. in Room 1602
-
Tuesday, September 8th, 5:30-6:30 p.m. in Room 1602
-
Wednesday, September 9th, 4:00-5:00 p.m. in Room 1618
Learn more about these
orientations,
which are NOT course-specific.
How This Class Operates
This course will provide students with the basic concepts and current trends in
the customer service industry. Special areas of emphasis include problem
solving, development of a customer service strategy, creating customer service
systems, coping with challenging customers, customer retention, and measuring
satisfaction.
On-Campus Meetings
There are no required on-campus meetings for this class. However, before the
start of the course there will be optional on-campus orientations to Online
Learning (see above).
Students wishing to enroll in the course after the start of the course should
contact the instructor. Most instruction will be completely asynchronous meaning
the instructor and students will be online at different times. However, the
instructor will provide a weekly half-hour synchronous online question and
answer session.
How This Class Operates
This
is a one 1-unit course requiring weekly participation. There are due dates for
the discussions, assignments and quizzes that you are expected to meet, just
like in a traditional face-to-face class. Students are expected to devote at
least nine hours a week between reading materials, posting discussions,
completing assignments, and taking quizzes.
Communications will take place primarily via email, the class discussion board
and chat rooms.
This class
is divided into six weekly modules. The modules will be accessible from the
Course Materials area and will be accessible at the beginning of each week. The
folder for each module will open at 11:55 p.m. on Sunday night and close at
11:55 p.m. the following Sunday. In other words you will have seven days to
complete each weekly module. No extension will be granted without prior
approval.
Succeeding in an Online Course
Students who succeed in online courses tend to be independent, self-motivated
learners with good computer skills. If you are a procrastinator who relies
heavily on the instructor for motivation, can't use a computer too well, and
can't manage time well, then you should probably consider enrolling in a
face-to-face course instead.
Or, you might consider enrolling in our
Introduction to Online Learning course
(GNST-4910), which
provides an overview of online learning and equips you to succeed in your first
online class.
Don't enroll in this class if you believe the myth that learning
online requires less effort than learning face-to-face.
This course
covers the same content and has similar activities as the face-to-face version
of the course; only the method of delivery changes.
Blackboard
This course will use the Blackboard course management system as its virtual
classroom. To learn how to log in to Blackboard, go to the
How to Begin an Online Course page. Once you
enroll, you will not be able to log in until the first day of class.
Students are expected to become familiar with the use and operation of
Blackboard functions and are encouraged to attend an orientation session
provided by the Distance Education program at Chabot College. In addition, the
professor provides a general unit on "How to Navigate in Blackboard" for
students to understand how to use the major features the professor employs.
Students may to need to be able to view particular PDF files
provided by the professor, so students will need to have Adobe Reader loaded
onto their computer (free download is available). The professor expects students
to have regular and ready access to their computer and have a reliable internet
provider.
