I. General Information

1. Course Title:
Customer Service & Service Management 1

2. Course Prefix & Number:
DHET 1123

3. Course Credits and Contact Hours:

Credits: 1

Lecture Hours: 1

4. Course Description:

In this course the student will gain the basic skills necessary to provide customer service and service management both in the shop and in the field as a professional service technician. Students will create a resume, cover letter, and related materials to leading to success in seeking a career. Students will practice interview skills with industry professionals.

5. Placement Tests Required:

6. Prerequisite Courses:

There are no prerequisites for this course.

9. Co-requisite Courses:

There are no corequisites for this course.

II. Transfer and Articulation

3. Prior Learning - the following prior learning methods are acceptable for this course:
Military Experience

III. Course Purpose

1. Program-Applicable Courses – This course is required for the following program(s):

Diesel & Heavy Equipment Technology, AAS
Diesel & Heavy Equipment Technician, Diploma

IV. Learning Outcomes

1. College-Wide Outcomes

College-Wide Outcomes/Competencies	Students will be able to:
Demonstrate written communication skills	Effectively write a resume and cover letter to professional standards
Demonstrate interpersonal communication skills	Demonstrate effective interview skills
Analyze and follow a sequence of operations	Demonstrate the proper sequence of events used in a successful cover letter

2. Course Specific Outcomes - Students will be able to achieve the following measurable goals upon completion of the course:

• Demonstrate knowledge of basic customer relationships;
• Demonstrate knowledge of basic service management and processes;
• Create a resume acceptable to future employers;
• Create a cover letter acceptable to future employers;
• Develop job interview sklls.

V. Topical Outline

Listed below are major areas of content typically covered in this course.

1. Lecture Sessions

1. Customer service
• Customer relationships
• Types of customers
2. Service management
• Basic service process and flow
• Addressing and solving customer issues
3. Resume
• Identify components of a resume
• Writing a professional resume
4. Cover letter
• Identify components of a cover letter
• Writing a cover letter
5. Interviewing
• Interview skills and major topics
• Mock interview