Online Course Information Page
Welcome to the class introduction page for Customer Service, BA 0901. Please read
the following information and contact the instructor via email Margie White
if you have any questions. You can expect an email response
within 48 hours during the semester. Make sure you use a descriptive
subject line for your email so it doesn't get accidentally deleted
Spring 2014: Class begins on Wednesday, 02/19 and ends on Tuesday, 03/11.
See the section below on Dates for
important information about adding and dropping this class.
In this three week online class you will discover how to:
- Improve service to both internal and external customers
- Use the R.A.T.E.R factors to exceed customer expectations
- Effectively communicate with customers
- Respond to customer service breakdowns
- Become a 'fantastic fixer'
- Course requirements and grading are located on the Etudes
course site. If you have any questions before you register,
please email the instructor Margie White.
- Dates: See the dates listed above for the official start
and end dates for this class. COS policy states that late registrations
are not allowed once 20% of the class has passed. Due to the
short nature of this .5 credit class, 20% of the class is approximately
3 days. COS policy also requires that all 'no-show' students
be dropped from the class at the first census. If you have
registered for the class but have not logged into the class site
within the first few days, you will dropped from the course.
- Time Expectations: Expect to spend approximately four
hours per week over the three week period - a total
of 12 hours. This class includes 9 hours of classroom "lecture"
time, and 4 hours for study time and assignment completion. You
will be expected to participate each week, this
is not an independent-study class. You do have
a choice as to the day and time during the week in which you choose
to participate, however, you will have to submit your work each
week if you want to pass the course. Plan to be online
at least twice per week to do the readings and complete assignments.
- Textbooks: No books are required for this course;
a recommended resources list will be given in class. Lectures
and internet readings will be provided in class.
Is an online course right for you?
Online courses are more convenient than traditional face-to-face courses,
but they are usually more difficult and require more time and effort. You
should be comfortable using the internet, managing files on your
computer, and have good time management skills. Since this class
is complete in three weeks, you will need to be ready to go on the
first day of class.
- You must have a reliable internet connection and a backup plan just
in case your first connection is not available.
- You will be participating in class and submitting all assignments
in writing. You will need to know how to use your word processing
program (especially the spell-check function) and you should feel
comfortable expressing yourself in writing.
- You should know how to use your internet browser program, including
making the necessary adjustments as outlined in the System Requirements
tab on the main Etudes gateway page.
Etudes Gateway - once you know your userid and password
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