I. General Information

1. Course Title:
Customer Service & Service Management

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. The student will be introduced to the organization and management skills required by parts and service personnel. The student will understand how to properly complete a work order.

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 oral communication skills	Effectively communicate with customers.
Demonstrate written communication skills	Effectively write a work order.
Analyze and follow a sequence of operations
Utilize appropriate technology	Utilize available resources to design and equip a working shop.

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;
• Properly demonstrate the steps of a work order; and
• Properly complete a work order.

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
• Dealing with difficult customers
2. Service management
• Basic service process and flow
• Addressing and solving customer issues
• Professionalism
• Understand what it takes to sustain a modern shop
3. Work order
• Identify components of a work order
• Writing a work order
• Understand business costs
• Warrenty claims