BUSN1150 Introduction to Service and Work Team Strategies

Our society is increasingly becoming less customer service oriented. Therefore it follows that there is a growing need for the development of customer service skills. This course describes what customer service is and how it impacts profitability and productivity of most businesses. The course addresses the challenges in the delivery of customer service, strategies used in customer service and the personal skills necessary to achieve value added experiences for the customer. Teamwork is an essential part of the workplace today and will increase in the future. This course will improve student's understanding of both theory and practical application of skills used in teams. Students will participate in teams, completing team projects and analyzing team interaction. Emphasis will be on team formation and development, effective leadership, decision-making in teams, active participation, conflict resolution, planning and conducting meetings.

Credits

3

Prerequisite

Qualifying score on writing assessment test OR ENGL0930 and Qualifying score on reading assessment test OR ENGL0921

Course Requirements and Evaluation

Refer to Course Syllabus for detailed information regarding the requirements and evaluation standards for this course. The Course Syllabus will be distributed the first week of the course.

Learning Outcomes

The following outcomes will be addressed in the course:
Define customer service in the twenty-first century
Discuss customer service strategies
Design a customer service system
Discuss strategies to retain customers
Develop a business philosophy of customer service
Implement solutions to customer service problems
Apply forming techniques to team structure
Identify the roles of the team members and team leader
Develop and implement a team meeting agenda
Develop listening and questioning skills
Develop feedback skills
Apply decision-making and problem solving skills
Apply conflict management skills

Text and References

A list of textbooks required for this course is available at the bookstore.

Course Scheduling

The scheduled hours of instruction include sixteen hours for each lecture credit, thirty two hours for each lab credit and forty hours for each credit of supervised occupational experience (SOE). Lecture credit may include formal or impromptu lectures, demonstrations or discussions with the entire class or with small groups or individuals. Refer to the Credit Details section of this course outline for the credit breakdown.

Accommodations Statement

Disability Services assists students with disabilities who need accommodations to access programs, services and college activities.  If this applies to you, please contact the DS Office on your campus to initiate the accommodations process. 
Brooklyn Park Campus - 763-488-2477
Eden Prairie Campus – 952-995-1544

Campus

Brooklyn Park Campus Eden Prairie Campus 952-995-1300

Credit Details

lecture:

3

lab:

0