Course Details
Course Code: ENTR340 Course ID: 4572 Credit Hours: 3 Level: Undergraduate
New business owners must be able to retain customers and capture new customers. Whether online or in a physical location customer service is critical to the success of any small business. This course provides students the foundation for service innovation, finding opportunities for service innovation, and exploring customer “jobs.” In addition, this course focuses on determining what your customer is trying to accomplish, not what you are offering. This is crucial to implement a quality service culture.
Course Schedule
| Registration Dates | Course Dates | Session | Weeks |
|---|---|---|---|
| 12/28/20 - 06/04/21 | 06/07/21 - 08/01/21 | Spring 2021 Session D | 8 Week session |
| 02/22/21 - 07/30/21 | 08/02/21 - 09/26/21 | Summer 2021 Session I | 8 Week session |
| 04/26/21 - 10/01/21 | 10/04/21 - 11/28/21 | Fall 2021 Session B | 8 Week session |
Current Syllabi
- Determine the customer value experience.
- Assess the availability of service innovation opportunity for your venture.
- Apply various customer job maps to analyze service opportunities.
- Evaluate customer service training options for employees.
- Map a customer service model for your business.
- Use an appropriate strategy to meet customer service goals.
| Name | Grade % |
|---|---|
| Forums | 35.00 % |
| Introductions | 4.38 % |
| Forum 1 | 4.38 % |
| Forum 2 | 4.38 % |
| Forum 4 | 4.38 % |
| Forum 5 | 4.38 % |
| Forum 6 | 4.38 % |
| Forum 7 | 4.38 % |
| Forum 8 | 4.38 % |
| Assignments | 35.00 % |
| Week 1 - Your Service DNA | 7.00 % |
| Week 3 - Whatâ??s It Worth | 7.00 % |
| Week 4 - What to Measure | 7.00 % |
| Week 5 - Training | 7.00 % |
| Week 6 - Customer Service Model | 7.00 % |
| Final Project | 30.00 % |
| Summative Project - Your Service Strategy | 30.00 % |
Book Title: Unleashing Excellence: The Complete Guide to Ultimate Customer Service - e-book available in the APUS Online Library. Link also provided in the classroom lessons section.
Author: Snow, Dennis
Publication Info: Wiley Lib
ISBN: 9780470503805
Book Title: Exceptional Service, Exceptional Profit : The Secrets of Building a Five-Star Customer Service Organization - e-book available in the APUS Online Library. Link also provided in the classroom lessons section.
Author: Inghilleri, Leonardo
Publication Info: Amazon
ISBN: 9780814415382
| Book Title: | Various resources from the APUS Library & the Open Web are used. Please visit http://apus.libguides.com/er.php to locate the course eReserve.* |
| ISBN: | ERESERVE NOTE |
| Book Title: | Unleashing Excellence: The Complete Guide to Ultimate Customer Service - e-book available in the APUS Online Library |
| ISBN: | 9780470503805 |
| Publication Info: | Wiley Lib |
| Author: | Snow, Dennis |
| Unit Cost: | $18.54 |
| Book Title: | Exceptional Service, Exceptional Profit : The Secrets of Building a Five-Star Customer Service Organization - e-book available in the APUS Online Library |
| ISBN: | 9780814415382 |
| Publication Info: | Amazon |
| Author: | Inghilleri, Leonardo |
| Unit Cost: | $17.74 |