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Front-End Customer Service Tillamook County General Hospital

Course Title and Number: Front-End Customer Service

Instructor: Sarah Miller

Year and Term: Fall 2012

Course Credits: n/a

Office Location: Email

Office Phone: Email

Office Hours: Email

Class Location: Online

Meeting Time/Days: Online

Email Address: millersb@ah.org

Web Page Address: n/a

Fax Number: n/a

Course Description

A general overview of Customer Service, applicable just about anywhere, but designed specifically for use at the local hospital in Tillamook, OR.

Course Objectives Reflecting Expected Student Learning Outcomes

Module 1 – Why Does Customer Service Matter?

Describe Basic Elements of Excellent Customer Service (AIDET)

Describe What a Customer-Friendly Attitude is

Complete Customer Focus Questionnaire and Report on Results

Review Scripted Examples

Complete Assessment Module 2 – Be Engaging and Listen to Your Customers

Describe Proper Body Language to be Used with a Customer

Describe Steps to Ensure You Are Listening

Review Scripted Examples

Complete Assessment Module 3 – Excellent Customer Service Over the Telephone and via Web/ Email

Describe How You Can Improve the Inflection You Use Over the Phone

Describe Common Types of Communication Styles – What is Yours?

Review Scripted Examples

Complete Assessment Module 4 – Recover From Customer Service Blunders and Deal with Customer Complaints

Describe the “Forbidden Five” Phrases

Describe the Steps for Handling a Complaint

Describe Steps to Diffuse Customer Anger

Describe Steps to Service Breakdown Recovery

Watch Scripted Examples

Complete Assessment Module 5 – The Future of Customer Service/ Emerging Trends/ Evolution

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Describe Customer Relationship Management

Describe how to Develop Customer Loyalty and Trust Online

Watch Scripted Examples

Complete Assessment

Grading

Course Requirements: Course needs to be completed in order to receive professional development credit. It’s not graded, but you’ll receive scores for all of your assessments, and a final average. Students who need reasonable accommodation should contact the instructor or call Disability Services for Students at 541-888-7405. Policies on Missed Exams and Late Work: Everything need to be completed by the end of the time period (about 10-12 weeks). If you have anything missing and your average score falls below an 80%, you’ll need to make up that work or retake something. Grading Scale and Standards: Students need to complete everything with an average of 80%; no grades will be assigned. Disclaimer Regarding Changes: Changes may be made at the discretion of the Revenue Cycle Director. Optional

Text(s) Required Text(s), Title(s), Author(s) and Edition(s): Leland, K., & Bailey, K. (2006). Customer Service For Dummies (3rd ed.). For Dummies. Optional Text(s): Library Reserve Materials: Required Reading Assignments with Due or Discussion Dates: Optional Reading Assignment(s): (Be sure to inform or confirm with the library)

Required Materials

A flash drive would be a helpful thing to have in this class. You will not need a calculator or other materials. You will need access to a computer and internet.

Term Calendar (The instructor reserves the right to alter dates of presentations and exams/projects.)

Topics to be Covered:

Obj Task Date

1 Complete Module 1: "Why Does Customer Service Matter?"

Sept. 4- Sept. 10

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1.1 Describe Basic Elts of Excellent Customer Service (AIDET)

1.2 Describe What a Customer-Friendly Attitude is

1.3 Complete Customer Focus Questionnaire and Report on Results

1.4 Review Scripted Examples

1.5 Complete Assessment

2 Complete Module 2: "Be Engaging and Listen to Your Customers"

Sept. 11-Sept. 17

2.1 Describe Proper Body Language to be Used with a Customer

2.2 Describe Steps to Ensure You are Listening

2.3 Review Scripted Examples

2.4 Complete Assessment

3 Complete Module 3: "Excellent Customer Service Over the Telephone and Web/ Email"

Sept. 18-Sept. 24

3.1 Describe How You Can Improve the Inflection You Use Over the Phone

3.2 Describe Common Types of Communication Styles. What's yours?

3.3 Review Scripted Examples

3.4 Complete Assessment

4 Complete Module 4: "Recover From Customer Service Blunders and Deal with Customer Complaints"

Sept. 25-Oct. 1

4.1 Describe the "Forbidden Five" Phrases

4.2 Describe the Steps for Handling a Complaint

4.3 Describe Steps to Diffuse Customer Anger

4.4 Describe the Steps to Service Breakdown Recovery

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4.5 Watch Scripted Examples

4.6 Complete Assessment

5 Complete Module 5: "The Future of Customer Service/ Emerging Trends/ Evolution"

Oct. 2-Oct. 12

5.1 Describe Customer Relationship Management

5.2 Describe how to develop customer loyalty and Trust online

5.3 Watch Scripted Examples

5.4 Complete Assessment

Reading Assignments: Due dates for Major Requirements: Exam Dates: 1.5 Complete Assessment – After Completing Module 1 (Due Sept. 10) 2.4 Complete Assessment – After Completing Module 2 (Due Sept. 17) 3.4 Complete Assessment – After Completing Module 3 (Due Sept. 24) 4.6 Complete Assessment – After Completing Module 4 (Due Oct. 1) 5.4 Complete Assessment – After Completing Module 5 (Due Oct. 12)

Recommended Supplemental Course Materials

Unique Class Procedure/Structures

This course will utilize Moodle, a learning management system. A course key and enrolment instructions will be sent to the email that we have on file for you, 1 week prior to the start of the course.

Special Components

Prerequisites There are no pre-requisites for this class.