COURSE/SUBJECT TITLE : CUSTOMER RELATIONSHIP

COURSE CREDIT : 3 units

PRE-REQUISITE : NONE

COURSE DESCRIPTION : (CMO 39 s. 2006).

COURSE LEARNING OUTCOMES (CULMINATING OUTCOMES)

1. Apply the Apply the theories, principles and concepts of effective customer service trough cases analysis base on the Philippine
corporate settings
2. Demonstrate effective problem solving in customer relations and customer conflict through role playing and debate.
3. Expose student customer relation skills through conducting mini research on the customer services of Schools customers.

MAPPING THE CLO AND PO

COURSE LEARNING OUTCOMES PROGRAM OUTCOMES

1. Apply the Apply the theories, principles and concepts of PO1, PO2, PO3, PO5, PO6, PO8, PO9, PO12, P13
effective customer service, trough cases analysis base on the
Philippine corporate settings.
2. Demonstrate effective problem solving in customer relations PO1, PO4, PO3, PO5, PO9, PO10, PO8, PO11, PO12, P13, PO14
such as conflict and through case analysis.
1. Expose student customer relation skills through conducting PO1, PO2, PO3, PO5, PO6, PO7, PO8, PO9, PO10, P011, PO12,
mini research on the customer services of Schools PO13, PO14
customers.

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SPECIFIC LEARNING TOPIC OUTLINE ASSESSMENT TASK TEACHING LEARNING TIME SCORING TOOL
OUTCOMES ACTIVITIES FRAME
(Enabling Outcomes)
At the end of the unit, Course Overview Graded Essay  Classroom Sharing Week 1  See attached
the students will be  Topics overview  Each student  Lecture/Discussion scoring rubric
able to:  Classroom will create an  Essay for essay
1. Get to know each policies essay on their
other discussion personal
2. List their background or
expectations for understanding
the course about customer
3. Recall course rules relationship.
and policies Their answers
4. Discuss own should be
understanding what aligned to the
is customer following
relationship. questions:
CLO1, CV3 & CV4
1. What is
Customer
Relationship?
2. How to handle
customer?
3. Does customer
is important?
4. What do you
think about the
Customer
relationship
between the
students and
the schools of
SAIT?

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1. Explain the  Introduction of Graded Case  Classroom Sharing Week 1-2  Quiz
customer Customer Analysis  Lecture/Discussion  See attached
relationship. Relationship Student will analyze scoring Rubric
CLO1, CV3 & CV4 business case on Case
2. Define the scenarios and share Analysis
preventive and their rational
reactive approach. arguments relevant on
CLO1, CV3 & CV4 different methods of
3. Explain the transferring cash.
Proactive service,
integrity, Empathy,
Sympathy and
Compassion. Students will be given
CLO1, CV3 & CV4
a Quiz

1. Define customer  Customer Graded Case  Classroom Sharing Week 3  Quiz

service Services Analysis  Lecture/Discussion  See attached
2. Describe factors that Profession Student will analyze scoring Rubric
have impacted the business case on Case
growth of the service scenarios and share Analysis
sector in the United their rational
States arguments relevant on
3. Identify societal Cash Concentration.
factors that have
influence customer Student will be given a
service. quiz
4. Recognize the
changes in
consumer behavior
that are impacting
service.
5. List the six major

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 components of
customer-focused
environment
6. Explain how some
companies are
addressing the
changes impacting
the service sector.
1. Explain the  Contributing to Graded Case  Classroom Sharing Week 4  Quiz
elements of a the Service Analysis  Lecture/Discussion  See attached
successful service Culture Student will analyze scoring Rubric
culture. business case on Case
2. Define a service scenarios and share Analysis
strategy. their rational
3. Recognize arguments relevant on
customer- Cash Concentration.
friendly systems
4. Implement Student will be given a
strategies for quiz
promoting a
positive service
culture
5. Separate
average
companies from
exceptional
companies
6. Identify what
customers want
1. Explain the  Verbal Graded Case  Classroom Sharing Week 5  Quiz
importance of Communication Analysis  Lecture/Discussion  See attached
effective Skills Student will analyze scoring Rubric
communication business case on Case

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 in customer scenarios and share Analysis
service. their rational
2. Recognize the arguments relevant on
elements of Cash Concentration.
effective two-
way Student will be given a
interpersonal quiz
communication.
3. Project a
professional
customer
service image
through positive
communication.
4. Provide
feedback
effectively.
5. Avoid language
that could send
a negative
message and
harm the
customer
relationship.
6. Use assertive
communication
techniques to
enhance
service.
7. Identify key
differences
between
assertive and

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 aggressive
behavior
PRELIM EXAM
1. Defi ne  Nonverbal Graded Case  Classroom Sharing Week 6  Quiz
nonverbal Communication Analysis  Lecture/Discussion  See attached
communication. Skills Student will analyze scoring Rubric
2. Recognize business case on Case
various scenarios and share Analysis
nonverbal cues their rational
and their effect arguments relevant on
on customers. Cash Concentration.
3. Explain the
effect that Student will be given a
gender has on quiz
communication.
4. Describe the
effect of culture
on nonverbal
communication.
5. Identify
unproductive
behaviors.
6. Use a variety of
nonverbal
communication
strategies.
7. Demonstrate
specifi c
customer-
focused
nonverbal
behavior
1. Describe why  Listening to the Graded Case  Classroom Sharing Week 7  Quiz

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 listening is Customer Analysis  Lecture/Discussion  See attached
important to Student will analyze scoring Rubric
customer business case on Case
service. scenarios and share Analysis
2. Defi ne the four their rational
steps in the arguments relevant on
listening Cash Concentration.
process.
3. List the Student will be given a
characteristics quiz
of a good
listener.
4. Recognize the
causes of
listening
breakdown.
5. Develop
strategies to
improve your
listening ability.
6. Use
information-
gathering
techniques
learned to better
serve
customers.
7. Apply concepts
discussed to
generate
meaningful
responses to
your questions

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 from customers
1. Explain what  Customer Graded Case  Classroom Sharing Week 8-9  Quiz
behavioral Service and Analysis  Lecture/Discussion  See attached
styles are and Behavior Student will analyze scoring Rubric
why you should business case on Case
be concerned scenarios and share Analysis
with them. their rational
2. Identify four key arguments relevant on
behavioral Cash Concentration.
styles and the
roles they play Student will be given a
in customer quiz
service.
3. Develop
strategies for
communicating
effectively with
each behavioral
style.
4. Respond to
customer
problems
effectively while
building
relationships.
5. Use knowledge
of behavioral
styles to help
manage
perceptions of
others.
1. Defi ne what a  Service Graded Case  Classroom Sharing Week 10-13  Quiz
service Breakdowns Analysis  Lecture/Discussion  See attached

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 breakdown is. and Service Student will analyze scoring Rubric
2. Apply Recovery business case on Case
knowledge of scenarios and share Analysis
behavioral their rational
styles in diffi cult arguments relevant on
customer Cash Concentration.
situations.
3. Recognize Student will be given a
different types quiz
of diffi cult
customers and
effectively deal
with them.
4. Use the
emotion-
reducing model
to help keep diffi
cult situations
from escalating.
5. Explain why
customers
defect.
6. Develop
effective
strategies for
working with
internal
customers.
7. Identify
strategies for
preventing
customer
dissatisfaction

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 and problem
solving.
8. Explain the six
steps of the
problem-solving
model.
9. Implement a
front-line
service recovery
strategy, and
spot roadblocks
to service
recovery.
10. Discuss the
importance of
disaster
planning
initiatives in the
service recovery
process.
MIDTERM EXAM
1. Recognize that  Customer Graded Case  Classroom Sharing Week 14-15  Quiz
diversity is not a Service in a Analysis  Lecture/Discussion  See attached
bad thing. Diverse World Student will analyze scoring Rubric
2. Describe some business case on Case
of the scenarios and share Analysis
characteristics their rational
that make arguments relevant on
people unique. Cash Concentration.
3. Embrace the
need to treat Student will be given a
customers as quiz
individuals.

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 4. Determine
actions for
dealing with
various types of
people.
5. Identify a variety
of factors that
make people
diverse and that
help to better
serve them.
6. Communicate
effectively with
a diverse
customer
population.
1. Recognize the  Customer Graded Case  Classroom Sharing Week 16  Quiz
role of Service via Analysis  Lecture/Discussion  See attached
technology- Technology Student will analyze scoring Rubric
effective service business case on Case
delivery. scenarios and share Analysis
2. Describe ways their rational
in which arguments relevant on
technology Cash Concentration.
enhances an
organization’s Student will be given a
service delivery quiz
capabilities.
3. Discuss ways in
which
companies are
integrating the
evolving web-

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 based and
mobile
technologies
into their service
strategies.
4. Communicate
effectively via e-
mail, the
Internet, and
fax.
5. Deliver quality
service through
effective
telephone
techniques.
1. Establish and  Encouraging Graded Case  Classroom Sharing Week 17-  Quiz
maintain trust Customer Analysis  Lecture/Discussion 18  See attached
with customers. Loyalty Student will analyze scoring Rubric
2. Relate the role of business case on Case
customer and scenarios and share Analysis
brand loyalty to their rational
organizational arguments relevant on
success. Cash Concentration.
3. Explain customer
relationship Student will be given a
management and quiz
explain its
importance to
quality service.
4. Develop the
service provider
characteristics
that will enhance

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 customer loyalty.
5. Describe the
provider’s
responsibility for
establishing and
maintaining
positive customer
relationships..
6. Identify
strategies that
can be used to
make customers
feel like they are
number one.
7. Discuss
strategies that
can enhance
customer
satisfaction.
8. Defi ne quality
service.
FINAL EXAM

References:
1. Lucas R. (2015). Customer Service: Skills for Success. 6 th Ed. New York. McGraw-Hill Education.
2. https://www.bworldonline.com/govt-launches-real-time-budget-treasury-management-system/
3. Evenson, R. (2018). Customer Service Training 101. 3 rd Ed. United State of America, American Management Association.

Class Policy:
Attendance: An attentive or participative presence is compulsory in every class meeting. You are allowed to have a maximum of six (6 -
MWF schedule) or four (4-TTH schedule) absences in the class. You may be asked to drop or withdraw in this course for excessive absence. Three

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late marks is equivalent to one absent. Absences due to inevitable circumstances like typhoon is considerable. Absences due to medical conditions
is considerable as well given that you could provide a medical certificate.
Assignments: Assignments should be done at HOME and BEFORE OR AFTER each class. Please strategize to manage your time. Deadline
is Deadline. Doing and submitting your assignments on time reflects to how you value this course. Late submission will be considered but with
corresponding deduction of points. Several case analyses, problem sets and individual/group reporting will be assigned to you during the course to
exemplify, demonstrate and reinforce the concepts presented in this class.
Class decorum: Failure to appear on individual or group activities means zero. You are expected to actively participate in every activity in
your 100% best. Interruption on the class from stimulating learning experience should be avoided. If you have an important call to take, please step
out from the classroom. All phones should be in silent mode. Playing gadgets within the class session is prohibited. Anybody violating this rule will be
penalized accordingly through deduction of points. In extreme cases, you will be asked to leave the classroom, be marked absent, so others will not
be disturbed.
Quizzes and Terms Exam: All quizzes and term exams are announced. Therefore, no special quizzes or exams shall be given to the absent
students unless otherwise you can give a valid reason. Cheating is prohibited. Please observe honesty at all times.
Course Materials: Since the course involves higher mathematical calculation/computation, you are required to bring calculators preferably
scientific calculators. You may also bring the reference books for your readings.

Grading System:
-
Attendance - 10%
Quiz and Assignments - 20% Term Grade = 30% Previous Term Grade + 70% Current Tentative Term Grade
Group and Individual Task - 30%
Term Exams - 40%
Total -100%

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