Standard

R State Standard £ Institutionally Developed College: State Standard

MKT 161 - Service Industry Business Environment
Course Description This course introduces the learner to the service industry. Topics include an introduction to the service industry business environment, customer contact skills, computer skills, business skills, and personal effectiveness
Competency Areas	Hours
Introduction to the Service Industry	Class	2
Learning for Success	D. Lab	0
Positive Work Ethic	P. Lab/O.B.I.	0
Customer Service Overview	Credit	2
Working Together
Introduction to Business Principles
Language of Business

Prerequisite:	Program admission
Corequisite:

Course Guide

Competency	After completing this section, the student will be able to:	Hours
		Class	D.Lab	P.Lab/ O.B.I.
Introduction to the Service Industry		0	0	0
Objectives	Identify customer job opportunities available in Georgia businesses today.
	Discuss what you will need to know and do to serve customers and keep them coming back.
	Explore your personal success factors for creating service excellence.
Learning for Success		0	0	0
Objectives	Describe the way people learn.
	Identify their own learning style.
	Identify three learning techniques to become a better student.
	Live five benefits of continuous learning.
Positive Work Ethic		0	0	0
Objectives	Define a “positive work ethic” and discuss its importance in the work place.
	Identify actions which contribute to work place success.
	Explain how employers, the company, and customers benefit when employees demonstrate a positive work ethic.
	Choose action which will serve as ground rules for the class during CCSS training.
Customer Service Overview		0	0	0
Objectives	Value and promote the importance of good customer service by understanding how customer interactions, both external and internal, affect personal success and the success of the company.
	Ensure and maintain customer satisfaction by consistently meeting and exceeding the needs and expectations of customers.
	Provide excellent procedural and personal service to ensure the best possible experience for both external and internal customers.
Working Together		0	0	0
Objectives	Define team “synergy”.
	Describe four requirements for successful teamwork.
	Explain four communication styles and how they affect interactions with people.
	List ways versatility can be used to communicate more effectively.
	Identify “positive-impact phrases” that improve team cooperation.
	Explain and practice feedback skill to reduce conflict between team members.
	Demonstrate how to show consideration for team members using targeted positive regard.
	Describe the five stages of team development.
	Identify specific actions of team members that will enhance team development at each stage.
	Demonstrate commitment by creating an action plan for continuous team improvement.
Introduction to Business Principles		0	0	0
Objectives	Recognize the importance of having a sound business plan.
	Recognize the importance of customer satisfaction and customer feedback.
	Recognize the importance of economics and ethics in business decisions.
Language of Business		0	0	0
Objectives	Identify differences between Business and Casual Language.
	Use polite phrases common in the workplace.
	Understand how language affects the image you portray.
	Define accent, grammar, and dialect.
	Understand a person can speak differently according to the situation.
	Identify resources to adapt accent and grammar.

Suggested Resources

Media Print Audio/Visual Web Other	Note: Please adhere to the APA Formatting and Style Guidelines. Examples: Author, A. A. (Year of publication). Title of work: Capital letter also for subtitle. Location: Publisher. Duncan, G.J., & Brooks-Gunn, J. (Eds.). (1997). Consequences of growing up poor. New York: Russell Sage Foundation.
	Georgia Quickstart Certified Customer Service Specialist Implementation Guide

Posted: 12/02/09