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:
DHET 1123 - Customer Service & Service Management
There are no prerequisites for this course.
9. Co-requisite Courses:
DHET 1123 - Customer Service & Service Management
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
Program-Applicable Courses – This course is required for the following program(s):
Name of Program(s)
|
Program Type
|
Diesel and Heavy Equipment Technology
|
AAS
|
Diesel and Heavy Equipment Technician
|
Diploma
|
IV. Learning Outcomes
1. College-Wide Outcomes
College-Wide Outcomes/Competencies |
Students will be able to: |
Demonstrate written communication skills |
The student will be able to effectively communicate with prospective customers and employers. |
Apply ethical principles in decision-making |
Students will practice ethics to the construction service industry. |
2. Course Specific Outcomes - Students will be able to achieve the following measurable goals upon completion of
the course:
Expected Outcome |
MnTC Goal Area |
Students will be able to create a resume acceptable to future employers |
|
Students will create a business plan with profit and loss statements. |
|
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
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:
DHET 1123 - Customer Service & Service Management
There are no prerequisites for this course.
9. Co-requisite Courses:
DHET 1123 - Customer Service & Service Management
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):
Name of Program(s)
|
Program Type
|
Diesel and Heavy Equipment Technology
|
AAS
|
Diesel and Heavy Equipment Technician
|
Diploma
|
IV. Learning Outcomes
1. College-Wide Outcomes
College-Wide Outcomes/Competencies |
Students will be able to: |
Demonstrate written communication skills |
The student will be able to effectively communicate with prospective customers and employers. |
Apply ethical principles in decision-making |
Students will practice ethics to the construction service industry. |
2. Course Specific Outcomes - Students will be able to achieve the following measurable goals upon completion of
the course:
Expected Outcome |
MnTC Goal Area |
Students will be able to create a resume acceptable to future employers |
|
Students will create a business plan with profit and loss statements. |
|
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