I. General Information

1. Course Title:
Customer Service & Service Management

2. Course Prefix & Number:
DHET 1123

3. Course Credits and Contact Hours:

Credits: 2

Lecture Hours: 2

4. Course Description:

In this course the student will gain the proper skills necessary to provide customer service both in the shop and out in the field as a professional service technician. The student will also be introduced to the organization and management skills required by today's parts and service personnel. Students will also be introduced to financial statements.

5. Placement Tests Required:

6. Prerequisite Courses:

9. Co-requisite Courses:

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):

IV. Learning Outcomes

1. College-Wide Outcomes

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

V. Topical Outline

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

1. Lecture Sessions

• Recognize types of communication equipment and options
• Define company goals and objectives
• Define basic business and department goals and procedures
• Recognize various types of customers, their characteristics and how to relate to them
• Work in a group to create a business.
• Create a resume
• Create a cover letter
• Practice interview skills