GREAT BAY COMMUNITY COLLEGE

SYLLABUS– Fall 2024

COURSE NUMBER: HOSP210 COURSE TITLE: Customer

Service

SEMESTER: Fall 2024 SEMESTER CREDIT HOURS: 3

PREREQUISITE: none INSTRUCTOR: Dawn Comito

INSTRUCTOR CONTACT INFORMATION/AVAILABILITY:

Available throughout the week via phone, e-mail, or zoom. Please e-mail
me to schedule an appointment at [email protected].

PART OF TERM :

1st Half: August 26-October 19

REQUIRED TEXT/MATERIALS:

Customer Service – A Practical Approach, 6th Ed ISBN: 013274239X

ISBN-13: 9780132742399 Author: Elaine Harris Lucas, Pearson

COURSE DESCRIPTION:

This course examines the principles of customer service and its

significance in a service-driven industry. Topics include: service
strategy; internal and external customers' wants and needs,
communicating customer service; profiles of successful companies; and
service people - motivation, communication, and reward.

COURSE OBJECTIVES:

1. Define the basics of customer service.

2. Explain the elements of a service culture.

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 3. Understand the importance of effective communication in delivering
customer service.
4. Recognize various nonverbal cues and their effect on customers.
5. Develop strategies to improve listening ability.
6. Recognize and adapt to specific customer behavioral styles.
7. Implement a service recovery strategy, and spot roadblocks to service
recovery.
8. Recognize and appreciate cultural differences in order to provide better
service.
9. Use technology to enhance service delivery capabilities.
10. Understand customer relationship management and the importance
of
developing customer loyalty.

ATTENDANCE POLICY:

Active participation in our class Discussion Board involves a minimum of

3 timely posts each week. This is considered “attending” class. Because
we only have 8 weeks, missing more than 1 week of the Discussion
Board will be considered excessive and may result in being dropped
from the class.

In addition, an instructor or administrator may submit an Administrative Failure

(AF) drop form at any time during the semester to drop a student for excessive
absences, academic misconduct, or unsafe or unsatisfactory performance in a
clinic, practicum, lab, or internship. The Administrative Failure is recorded on the
student’s academic record as a grade of “AF” and calculated in the GPA as an “F”.

PLEASE REFER TO THE DEADLINES LISTED ON REGISTRATION POLICIES

AND DEADLINES SHEET THAT YOU RECEIVED WHEN YOU REGISTERED
FOR CLASSES.

This information can be found online at Fall 2024 Registration Deadlines

and Policies

You may drop this course at any point by the “Deadline to Drop with 100%
Refund” for a full refund. You can drop via SIS, Navigate, or completing a
Dynamic Registration (Add/Drop) form. Simply ceasing to attend class or
contacting the instructor does not constitute officially dropping the course.

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You may withdraw from the course and receive a grade of W, which does not
impact your GPA, by the “Deadline to Drop with W”. If you are receiving Financial
Aid, you should speak with that office before deciding to withdraw. You can drop
via SIS, Navigate, or completing a Registration (Add/Drop) form.

You may withdraw from this course with a grade of “WP” or “WF” after the
“Deadline to Drop with W” date. In this case, you must submit a Dynamic
Registration (Add/Drop). The Registrar’s office will collect the “WP” or “WF” grade
from your Professor before processing the form.

CLASS CANCELLATION EXPECTATIONS/PROCEDURES:

Delayed Openings
In the event of a delayed opening of the campus, classes that would be in session
at the time of the announced opening will meet if the classes are scheduled to
run for at least fifty minutes after the opening.

For example, when opening is delayed to 10am, classes that are regularly
scheduled from 9:00-11:50 am will meet from 10:00-11:50 am; however, classes
that are regularly scheduled from 8:00 – 9:50 am will not meet. Classes that are
regularly scheduled from 10:00 -11:50 am will meet at their regular time.

EXAM MAKE-UP AND LATE WORK POLICY:

Late assignments quickly become problematic due to the very

condensed nature of this course! Because we’re all adults with busy
lives, I’ve allowed some flexibility with quiz and paper/project deadlines.
All quizzes and papers may be made up until 48 hours past the due date
without a penalty. However, after this 48 hour grace period has passed,
students will receive a zero. It’s important to note that our weekly
Discussion Board posts cannot be made up once the week has ended. If
you don’t participate in the DB at all, a zero will be assigned. It is the
Department’s mission to offer every student an opportunity to be
successful, so please reach out to your instructor if you run into
extenuating circumstances.

INSTRUCTOR FEEDBACK POLICY:

Your instructor will respond to any e-mail inquiries within 24-48 hours if
not sooner. Assignments and quizzes will be graded and returned within
one week.

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PLAGIARISM & CHEATING POLICY:
Plagiarism is the intentional or unintentional failure to immediately, accurately,
and completely cite and document the source of any language, ideas,
summaries, hypotheses, conclusions, interpretations, speculations, graphs,
charts, pictures, etc., or other material not entirely your own (including material
generated by any artificial intelligence platform). This encompasses failure to cite
work of your own that you have used previously.The consequences for acts of
plagiarism or cheating will be determined by the instructor/department.

POLICY ON BEHAVIOR IN THE CLASSROOM:

It is expected that students will be respectful of GBCC staff and GBCC students.
GBCC has a no-bullying policy. The Student Code of Conduct can be found in
the Student Handbook. The handbook can be found on the College website.
Students are responsible for being familiar with the Student Code of Conduct.
NETIQUETTE:
Students shall comply with CCSNH Netiquette as articulated on the system web
site: Netiquette at CCSNH

POLICY ON ELECTRONIC DEVICES IN THE CLASSROOM:

Students are not permitted to record any class lectures, activities or discussion
using electronic video, still photo, or audio recording unless the student first
obtains permission from the instructor. If the recording is made as a
recommended, reasonable accommodation or modification for a student with a
disability, permission shall not be unreasonably withheld.

COLLEGE EMAIL:
Students are expected to use only their college email address for all
correspondence with faculty and staff at the college. Students are also expected
to check their email at least three times per week. Any correspondence not using
college email is subject to quarantine and/or removal from the CCSNH email
server and will not be answered. If you need assistance on how to access your
college email, check the SIS (Student Information System) or visit the Student
Help Desk.

TITLE IX STATEMENT:
GBCC staff and faculty have a legal obligation to report to the Title IX Coordinator
information concerning sexual misconduct, violence, and exploitation of
individuals per federal statute and in compliance with established policies and
procedures at the College; they cannot keep confidential this kind of information
that may come from class discussions, written work, or meeting with faculty and
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or staff. More information regarding Title IX is available online
at https://www.greatbay.edu/title-ix-information/. Confidential Resources for
students affected by domestic and/or sexual violence are available from HAVEN,
with walk-in availability in their Portsmouth, Rochester, and Epping locations and
a 24-hour confidential hotline: 1-603-994-7233 or online at https://havennh.org/.

Inquiries regarding discrimination may be directed to the Great Bay Community

College Title IX Coordinator, Eric Kulberg, at [email protected] or to
Community College System personnel at 26 College Drive, Concord, NH 03301:
Holley Dupre, CCSNH Title IX Coordinator, (603) 230-3535. Our statement of
nondiscrimination is available online at http://greatbay.edu/statement-of-
nondiscrimination.
uSafeUS® Campus Safety App: This free and confidential app offers easy-to-use
tools to get out of uncomfortable or potentially dangerous situations and
comprehensive resources for support in the aftermath of sexual assault,
relationship violence, and stalking. Search “uSafeUS” in the App Store or Google
Play to download for free today. Trust your instincts and download uSafeUS.

STUDENT RESOURCES
Heron’s Nest
Funded by the Hannaford Grant, Student Life expanded the Food Pantry and
create a resource center for students where Julie Dockery meets with students to
provide resources to help students struggling with mental health, food insecurity,
housing, transportation, and any other student issue that may be a barrier for
student success in the classroom.
Campus Cupboard
Funded by Student Government Association (SGA), the Campus Cupboard
provides healthy snacks that help students sustain their day on campus.
Extracurricular Programming
Games, Giveaways, Educational Events in the Lobby
Clubs & Organizations
Check out the list of established Clubs & Organizations. If you know of a student
who has an idea for a new club, contact Brian, [email protected].
Leadership Development
The annual Leadership Development weekend is an opportunity for students to
engage with each other and develop leadership skills that can be applied while at
GBCC and post graduation.
Athletics Student Life offers both competitive and noncompetitive athletic
opportunities for students.

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INSTRUCTOR INFORMATION: Dawn Comito, [email protected]

TEACHING METHODOLOGY:

This is a totally online asynchronous course where all of our information

will be shared utilizing Canvas. Students are expected to proactively
engage in weekly online Discussion Board Forums after having read the
textbook, reviewed the chapter Power Points, and any assigned videos,
articles, or web based self-assessments. In this condensed course, it is
essential that students have their reading assignments completed on
the due date listed, otherwise your learning experience and your grade
could be negatively impacted. In addition to the practical application of
textbook theories and strategies, students will conduct research on
current trends and strategies used in the marketplace and will provide
thoughtful analysis. The class will include robust debating and
questioning of practices and methodology through our weekly online
Discussion Board Forums. Power Point chapter highlights are available
to you on Canvas and should be reviewed each week in preparation for
our discussions and online quizzes. Discussion Board Guidelines and a
DB Grading Rubric should be reviewed on Canvas prior to class starting.

METHOD OF EVALUATION/HOW GRADES ARE CALCULATED:

20% Service Critical Analysis Assignments (10% each)

30% Discussion Board Participation & Activities (all totaled)
50% Quizzes & Final (all totaled) 100%

STUDENT SUPPORT:
The College is committed to providing support for students with disabilities. Any
student with physical, learning, attention, and/or psychological disabilities is
encouraged to visit the Center for Academic Planning and Support (CAPS) and
make an appointment with the Accessibility Advisor & Services Coordinator. More
information is available at Accessibility Services.

CAPS also offers a wide range of additional services, including tutoring in a

variety of formats; computer lab and study space; academic coaching; peer
mentoring; ESOL/international, nontraditional/gender equity, and single parent
support, and career assistance. CAPS is located in Room 210 on the Portsmouth
campus. Services are free to those enrolled in credit-bearing courses. Center for
Academic Planning & Support (CAPS)
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HELPDESK:
If you are having any problems with Canvas or have other computer related
questions or problems please contact the student help desk at 603-427-7638 or
Technology Help Desk.

See last page for Course Schedule of Assignments

OUTLINE OF TOPICS TO BE COVERED and DUE DATES FOR MAJOR

ASSIGNMENTS:

Any scheduling revisions will be posted through Canvas. Textbook & PPT &
assignments should be completed by the date listed.

Week 1 Aug 26 Mon. Introductions: to Customer Service & One Another

Week 2 Sep 2 Mon. Chapter 1 What is Customer Service?

Chapter 2 The Challenges of Customer Service

Week 3 Sep 9 Mon. Chapter 3 Problem Solving

Chapter 4 Strategy for Formulating a Plan for Success

Sep 15 Sun: Quiz #1 Chapters 1-4 by 12M

Week 4 Sep 16 Mon. Chapter 5 Empowerment

Chapter 6 Communications in Customer Service

Sep 22 Sun: Service Analysis Asssignment #1 Due by 12M

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Week 5 Sep 23 Mon. Chapter 7 Coping With Challenging Customers
Chapter 8 Motivation

Sep 29 Sun: Quiz #2: Chapters 5-8 by 12M

Week 6 Sep 30 Mon. Chapter 9 Leadership in Customer Service

Chapter 10 Customer Retention & Measurement of
Satisfaction

Oct 6 Sun: Service Analysis Assignment #2: Due by 12M

Week 7 Oct 7 Mon. Chapter 11 Technology and Customer Service

Chapter 12 Excellence in Customer Service

Week 8 Oct 14 Mon. Final Quiz #3: Predominantly Chapters 9-12 Plus Review

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