NORMANDALE COMMUNITY COLLEGE                                    COMMON COURSE OUTLINE

BUSN 1210:  EXCEPTIONAL CUSTOMER SERVICE

I.          Effective Date: Fall 2007 - To be reviewed by department annually.

II.                   Catalog Description:

BUSN 1210  Exceptional Customer Service  2 CR FALL, SPR.  Examines exceptional customer service issues that are key to building a successful customer driven organization.

III.         Recommended Skills: No prerequisites.  Reading level 3, English level 2, Math level 1.

IV.        Course Content: 

A.                  The total service experience

B.                  Delivering service with heart

C.                  Pleasing the challenging customer

D.                  Becoming a service star

E.                  Keeping your customers

F.                  The manager’s commitment

G.                 Perception is the key

H.                  How to get customer input

I.                     Effective service strategy

J.                   Service delivery standards

K.                  Improving performance

L.                   Customer service systems

M.                 Your service team

N.                  Empower your team

O.                 Rewards and recognition

P.                  The manager’s role as leader

Q.                 How to start building you customer-driven organization

V.         Course Objectives:

A.         Define true customer service

B.         Learn proper training for exceptional service

C.         Learn how to motivate & empower employees for exceptional customer service

D.         Deliver the service and fix the problem

VI,        Methods for Evaluation of Student Learning:

            Midterm exam

            Final exam

            Classroom participation

VII.       Special Information:  none