Tecnological University of Panama

Science and Technology Faculty

Social Science and Humanistic Deparment
Bachellor in Executive Bilingual Comunication

Subject : Customer Service and QualityCode: 8617 2020 I semester

Teacher: Frederick Guerra Tel. 6578-8063

e-mail: guerra_fred@hotmail.com

OBJECTIVE OF THE COURSE:

Provide to thestudents , the necessary knowledge to administer the resources
of customer service , elevating the levels of quality, productivity and
effectiveness about customer service

SPECIFICS OBJECTIVES
1. To manage the right vocabulary about the customer service.
2. To understand the meaning of customer service and their elements.
3. To learn to manage Customer complaints.
4. To provide the concepts about quality in service to get the customer
satisfaction.
5. To Recognize the different strategies about quality in service delivering
for customer satisfaction.

IMPORTANCE OF THE COURSE:

Before the growth and development of the Business in Latin America, the
businesses have declared the need to count with more and better specialized
staff, that face with success the challenges and opportunities that exist in a
globalized world, therefore the need to educate professionals in Customer
Service and quality.
COURSE EVALUATION:
Midterms (3) 30%
Assigments 15%
Projects 20%
Portfolio 5%
Final Test 30%

TOTAL 100%

COURSE CONTENT

1. UNDERSTANDING THE CUSTOMER SERVICE

UNIT OBJECTIVE:
To amplify the vocabulary of the students about the customer service, as
well as to differ between the concepts of service and attention and to
know about the different types of clients.

Since March 30 to April 28

A- Quality Concepts and general aspects

B- Quality and it´s main currents
C- Main authors of quality principles
1. Edward Deming
2. Kauro Ishikawa
3. Philip Crosby
4. Walter Shewhart

APR/ 28 I MIDTERM

2. THE SERVICE COMPLAINT

UNIT OBJECTIVE:
To know because the most frequent complaints of the clients happen and
how to handle them in order to obtain the satisfaction of the client.

Since April 28 to May 26

1- What is the customer service?
2- What is the service?
3- Hierarchy of service
4- What is the attention?
5- What is a customer?
6- How many types of customer exist?
7- Service: it´s a mission
8- Making service a mission
9- Making the mission real

MAY/ 26 II MIDTERM

3. QUALITY IN SERVICE
UNIT OBJECTIVE:
To acquire the necessary knowledge to offer the right quality level and the
conflict management and resolution as essential part of customer service.

Since May 26 to June 23

1 The complaint
2 The organization
3 How to handle a customer complaint?
4 How can we get the customer satisfaction?
5 How to profit from complaints
6 Functional areas to interact with your customers
7 The new cohesive model of customer service
8 Make the customer service everyone`s job

JUNE/ 23 III MIDTERM

4. BUILDING CUSTOMER LOYALTY

UNIT OBJECTIVE
To differ the clients who are wished in a company using values of
attention and the skills of operators.
Since Jun 23 to June 30
1. Call handling
2. The SCRIPT
3. Metrics and amiabilities
3. Who´s your valued customer
Project Description:
Investigate a local company What strategies has used incustomer service, for it
should be a description of:
-types of businesses that the company is involved?
-what types of products promoted?
-In what way solve their complaints?

Develop a proposal for improvements in customer service area.

Project EvaluationCriteria
-Personal presentation
-PowerPointPresentation
-Managementof thesubjectandcontent
-handlingquestionsandanswers

each of the criteria amounts to25% of project score

Project date:
Final test

REFERENCES

Module 1
Module 2
Module 3
Module 4

By:

Frederick Guerra