MN 130: Customer Service
This course is designed to introduce and help students develop outstanding customer service skills in an organizational setting serving clients/customers. Telecommunications and web-based customer strategies will be discussed. Students will learn how to interact with customers, resolve conflicts, maintain records, understand the importance of customer satisfaction/retention, and develop time management skills.
Course Objectives: When the course is completed you will:
- Employ techniques for exceeding customers expectation of value and creating greater customer loyalty
- The tools for dealing with and recovering unhappy customers
- Utilize specific behaviors that positively engage customers.
- Create personable emails and clear written messages to customers.
General Education Objectives: When the course if completed you will be able to use:
- Creative Thinking - Students will be able to express themselves through original writings, images, or objects.
Customer Service, “Career Success Through Customer Loyalty” Timm, Paul R New York: Pearson E - book
Make up Policy:
The course is open the whole week for you to work on your class at your convenience. Therefore, make up work is not allowed except for the following circumstances:
- Hospitalization of you or your immediate family members
- Technical issues caused by the school’s server or Moodle website
- Power loss for more than 3 days due to extreme weather
- Other extreme life circumstances.
If you have to make up work due to the reasons above, please follow the steps below
- Instructor must be notified within 2 days of the event occurred via Huntington Junior College email
- Proof of event must be provided to the instructor within 5 days of the event
- Specific date and times for make-up work are required if the request is granted
Thank you for being understanding and responsible learner of your future.
Attendance Policy: As an active member of this class, your attendance is vital. You need to be responsible for logging in several times per week to check on your progress in the class as well as finishing the required material by their due dates. Your weekly attendance is based on the completion of quizzes and other assignments indicated in the course room and in the schedule.The Federal Government has established a guideline to determine attendance for online students.
“Attendance must be measured by an assignment to be graded, quiz (test), or SCORM EVERY week. Forums will not be accepted as a graded assignment for Title IV purposes. Assignments turned in offline or through e-mail cannot be accepted for Title IV purposes.”
Therefore, your attendance will be based on fully-completing all graded assignments, quiz or test for that week. If not completed and submitted before 11:55 p.m. (Eastern Time) Sunday each week, you will be counted absent for that week.
Hours: Since one of the challenges of online education is the lack of immediate feedback, I hope letting you know when I check the course room will assist you with getting quicker feedback as needed. I check the course room several times during the week. If you have a quiz upcoming and you are not clear about certain concepts, it is your responsibility to contact me during my normal hours so that I might respond within a reasonable time. Since I do teach more than one course, please allow 5 days for me to grade any activities prior to contacting me with regards to the grading process. However, if I have not graded your activities that were turned in ON TIME after 5 days, please do not hesitate to contact me, so I can fix this mistake.
Student Evaluations
| Tests | 400 points |
| Assignments | 650 points |
| Project | 50 points |
| Weekly Activities | 100 points |
| Knowledge Checks | 20 points |
| Progress Checks | 30 points |
| Total Points | 1250 points |
Grade Scales:
A = 90% - 100%
B = 80% - 89%
C = 70% - 79%
D = 60% - 69%
F = below 60%
(tentative and subject to change due to ever-changing and updated information on the Internet.)
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All assignments, quizzes and class activities are due 11:59 pm Sunday of the Week Except for Final. Final is due by noon Friday of the final week. |
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Week 1: Syllabus Quiz—Attendance Tracker Chapter 1: Know Why Service Matters Assignments: All Chapter 1 Reviewing the Facts Questions from your textbook. Weekly Activities |
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Week 2: Chapter 2: Use Behaviors that Engage Your Customers Chapter 3: Listen to Your Customer ( a Big “Little Thing”) Assignments: All Chapter 2 and 3 Reviewing the Facts Questions from your textbook. Weekly Activities |
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Week 3: Test # 1(Chapter 1, 2 and 3) – Attendance Tracker Chapter 4: Use the Telephone Correctly for Good Service Assignments: All Chapter 4 Reviewing the Facts Questions from your textbook. Weekly Activities |
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Week 4: Chapter 5: Use Friendly Web Sites and Electronic Communications Chapter 6: Recognize and Deal with Customer Turnoffs Assignments: All Chapter 5 and 6 reviewing the facts questions from your textbook. Weekly Activities |
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Week 5: Test # 2(Chapter 4, 5 and 6)--Attendance Tracker Page 105 –Applying this ideas – Mystery shopping project (70 points) Weekly Activities |
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Week 6: Chapter 7: Insight into Emerging Trends in Customer Service Assignments: All Chapter 7 reviewing the facts Questions from your textbook. Weekly Activities |
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Week 7: Chapter 8: Get Customer Feedback Chapter 9: Recover the Potentially Lost Customer Assignments: All Chapter 8 reviewing the facts Questions and Chapter 9 self-test question page from your textbook Weekly Activities |
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Week 8: Test # 3 (Chapter 7, 8 and 9) – Attendance Tracker Weekly Activities |
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Week 9: Chapter 10: Exceed Expectations with Value Chapter 11: Exceed Customers Expectations with Information Assignments: All Chapter 10 and 11 reviewing the facts Questions on from your textbook. Weekly Activities |
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Week 10: Chapter 12: Exceed Customer Expectation with Convenience and Timing Chapter 13: Influencing Others to Give Great Service Assignments: All Chapter 12 and 13 reviewing the facts Questions from your textbook. Weekly Activities |
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Week 11: Final Test ( Chapter 10, 11, 12 and 13) – Attendance Tracker |
Emails will be responded to no later than 48 hours or by the end of business on Monday for mail received over the weekend.
Academic Honesty Policy
The college has a firm policy against academic dishonesty, including cheating or plagiarism. Students guilty of academic dishonesty will be administratively dropped from the course with a grade of ‘F’ and subject to disciplinary action, which may include suspension and dismissal.
Please refer to the Academic Honesty Policy for detailed information.
Late Assignment Policy
Meeting deadlines, being dependable, and applying appropriate time management are all foundational elements of professional behavior. These same attributes are also required while participating in college courses because the skills, knowledge, and student learning outcomes must be obtained in a specific order and within a certain amount of time.
We at HJC understand that sometimes students encounter circumstances that make it difficult to always meet the required course deadlines. This Late Work Policy is in place to accommodate that. In all circumstances, whenever possible, contact your instructor when you anticipate that you will be submitting work late.
The deadlines for most courses typically follow the pattern below, but it is your responsibility to confirm this and be aware if there are any assignments that may have different deadlines for one reason or another.
The first post in each Discussion Board is usually due on the Wednesday night of each module/week.
Most other assignments are due by 11:59 pm on Sunday evening of each module/week.
- All assignments must be submitted by the required due date.
- Missing assignments due to absence must be submitted within 1 week of return.
- Late submissions of assignments will result in a reduction of 10% of the total points possible per day (e.g., 1 day late = -10%, 2 days late = 20%, etc.) up to one week. Anything over 1 week late will result in a grade of 0.
- To receive full credit for late work, students must provide documentation for an excused absence, or it will be subject to the same treatment as any other late work. Documentation examples include court documents, hospitalization, etc.
Instructors may also choose to deduct less points at their discretion.
If for some reason a student temporarily loses the ability to connect to Canvas due to technical issues it is the student’s obligation to submit assignments by the original due dates. Temporary remedies can be connecting via a public WiFi spot, using school facilities to connect, or use of private networks through friends and family.
In extreme cases, when none of these solutions are available, the student may contact their instructors through other means and ask permission to submit their work directly, in a method that can be received by the instructor. Under no circumstances can methods of delivery outside of Canvas be used without explicit instructor permission. (If this ever happens the instructor should somehow note it).
Minimum Technology Requirements
Having access to a reliable desktop or laptop is required for HJC online courses. This requirement ensures students have the essential technologies to complete online courses successfully. Mobile devices, such as mobile phones and tablets may be utilized as additional tools to assist with completing online courses.
Online video conferences and calls are often the best way for instructors to assist students in many situations. A web camera and microphone are necessary for successful online conferences.
Safari and Chrome: Office 365 is designed to work with the current version of the Safari and Chrome browsers. Microsoft Edge: Office 365 is designed to work with the latest version of the Microsoft Edge browser.
Internet Explorer: Office 365 is designed to work with Internet Explorer 11. We recommend that you upgrade to Internet Explorer 11 if you are using an earlier version. Office might continue to work with versions of Internet Explorer other than Internet Explorer 11, but Office can’t provide any guarantees.
Firefox: Most Office 365 apps are designed to work with the current version of Firefox.
Some courses may have additional technology requirements beyond those listed here. Additional requirements will be listed in your Canvas course room.
Basic Office 365 apps are free and available to students with their HJC Outlook account. For additional questions and help with the required technologies, please contact help@hjc.edu
Minimum Technical Skills Requirements
To complete online courses successfully, you must be able to perform the following basic technical skills before starting the class
- Use the learning management system, Canvas
- Use HJC email with attachments
- Download, save, and upload files in Canvas
For additional questions regarding the required technologies, please contact help@hjc.edu
Technology Support
To be a successful online learner, certain technologies are necessary. Please keep in mind that certain classes may have additional technical requirements. You should be able to find additional technical requirements in your syllabus or your canvas course room. If you have any questions about the technology requirement, please do not hesitate to reach out to us at 304-697-7550 or support@hjc.edu
Accessibility Information
Huntington Junior College is committed to full compliance with Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990. For additional information, please access accessibility policy. Please do not hesitate to reach out to us at 304-697-7550 or pjustice@hjc.edu if you have any additional questions.
Copyright Policy
As an institution of higher education, Huntington Junior College strongly believes in intellectual property. As such, Huntington Junior College respects intellectual property and has made it a priority to ensure all employees and students respect the copyrights of others. If you have any questions about our copyright policy, please access the copyright policy.
Privacy Policy
The college understands the importance of protecting your information and privacy. Our Privacy Policy provides additional information on the Family Educational Rights & Privacy Act.
Third party privacy policies:
Other Student Success Services
Please access Student Success page for other student success services information, such as financial aid, lab hours, parking, library, transcripts, and career services on the college
If you need to speak with a person regarding any college policies and guidelines, please don't hesitate to get in touch with the college at 304-697-7550
This information is standard for each course but specifics may vary based on the delivery method of the course you are taking. Please follow the information provided by your instructor.
This syllabus is subject to change.