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BCOM 60 TRADITIONAL / ONLINE
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COURSE GUIDE

 

Course:

 BCOT 60/TELEPHONE TECHNIQUES/CUSTOMER SERVICE
Instructor: Mageya R. Sharp

Office:

 SS-29
E-mail: msharp@cerritos.edu
Website: www.cerritos.edu/msharp
Text: The World of Customer Service, Pattie Odgers, 2004
ISBN 0-538-72668-7
COURSE OBJECTIVES:  
  1. Manage business telephone calls using correct techniques and
    etiquette
     
  2. Listen effectively by recognizing the difference between listening and hearing
     
  3. Recognize the characteristics of vocal expression in order to speak clearly and correctly
     
  4. Use technology to communicate with customers
     
  5. Resolve customer problems and complaints
ACADEMIC HONESTY/     DISHONESTY POLICY:   

Academic honesty is taken very seriously in this class.  Any breach of  this policy will result in an �F� grade for the specific work in question and/or a failing grade in the course and/or any options as delineated in the Cerritos College Academic Honesty/Dishonesty Policy.
GRADING: A = 351 - 390
B = 312 - 350
C = 273 - 311
D = 234 - 272
HOMEWORK: There will be 13 homework assignments (at the end of each chapter), each worth 10 points. All assignments must be turned in complete and on time to receive full credit. Incomplete assignments must be completed and resubmitted for credit. All late and resubmitted assignments will receive half points if an extension has not been requested prior to the due date/time.

130 Points
QUIZZES: Thirteen quizzes will be given. Each quiz will cover a chapter. Each quiz will be worth 15 points. NO MAKEUPS. Three quizzes will be dropped.

130 Points
FINAL EXAM: The final exam will be made up of 13 projects. Each individual, chapter project will be submitted at the end of a chapter.

130 Points

 

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Last Update:  May 10, 2012