1. Front-End Customer Service
Tillamook County General Hospital
Course Title and Number: Instructor:
Front-End Customer Service Sarah Miller
Year and Term: Course Credits: Office Location:
Fall 2012 n/a Email
Office Phone: Office Hours: Class Location:
Email Email Online
Meeting Time/Days: Email Address:
Online millersb@ah.org
Web Page Address: Fax Number:
n/a n/a
Course Description A general overview of Customer Service, applicable just about
anywhere, but designed specifically for use at the local hospital in
Tillamook, OR.
Course Objectives Module 1 – Why Does Customer Service Matter?
Reflecting Expected  Describe Basic Elements of Excellent Customer Service
Student Learning (AIDET)
Outcomes  Describe What a Customer-Friendly Attitude is
 Complete Customer Focus Questionnaire and Report on
Results
 Review Scripted Examples
 Complete Assessment
Module 2 – Be Engaging and Listen to Your Customers
 Describe Proper Body Language to be Used with a Customer
 Describe Steps to Ensure You Are Listening
 Review Scripted Examples
 Complete Assessment
Module 3 – Excellent Customer Service Over the Telephone and via
Web/ Email
 Describe How You Can Improve the Inflection You Use Over
the Phone
 Describe Common Types of Communication Styles – What is
Yours?
 Review Scripted Examples
 Complete Assessment
Module 4 – Recover From Customer Service Blunders and Deal with
Customer Complaints
 Describe the “Forbidden Five” Phrases
 Describe the Steps for Handling a Complaint
 Describe Steps to Diffuse Customer Anger
 Describe Steps to Service Breakdown Recovery
 Watch Scripted Examples
 Complete Assessment
Module 5 – The Future of Customer Service/ Emerging Trends/
Evolution
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2.  Describe Customer Relationship Management
 Describe how to Develop Customer Loyalty and Trust Online
 Watch Scripted Examples
 Complete Assessment
Grading Course Requirements:
Course needs to be completed in order to receive professional
development credit. It’s not graded, but you’ll receive scores for all of
your assessments, and a final average.
Students who need reasonable accommodation should contact the
instructor or call Disability Services for Students at 541-888-7405.
Policies on Missed Exams and Late Work:
Everything need to be completed by the end of the time period (about
10-12 weeks). If you have anything missing and your average score
falls below an 80%, you’ll need to make up that work or retake
something.
Grading Scale and Standards:
Students need to complete everything with an average of 80%; no
grades will be assigned.
Disclaimer Regarding Changes:
Changes may be made at the discretion of the Revenue Cycle
Director.
Optional
Text(s) Required Text(s), Title(s), Author(s) and Edition(s):
Leland, K., & Bailey, K. (2006). Customer Service For Dummies (3rd
ed.). For Dummies.
Optional Text(s):
Library Reserve Materials:
Required Reading Assignments with Due or Discussion Dates:
Optional Reading Assignment(s): (Be sure to inform or confirm with
the library)
Required Materials A flash drive would be a helpful thing to have in this class. You will not
need a calculator or other materials. You will need access to a
computer and internet.
Term Calendar Topics to be Covered:
(The instructor reserves Obj Task Date
the right to alter dates of
presentations and 1 Complete Module 1: "Why Does Sept. 4- Sept. 10
exams/projects.) Customer Service Matter?"
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3. 1.1 Describe Basic Elts of Excellent
Customer Service (AIDET)
1.2 Describe What a Customer-
Friendly Attitude is
1.3 Complete Customer Focus
Questionnaire and Report on
Results
1.4 Review Scripted Examples
1.5 Complete Assessment
2 Complete Module 2: "Be Sept. 11-Sept. 17
Engaging and Listen to Your
Customers"
2.1 Describe Proper Body Language
to be Used with a Customer
2.2 Describe Steps to Ensure You
are Listening
2.3 Review Scripted Examples
2.4 Complete Assessment
3 Complete Module 3: "Excellent Sept. 18-Sept. 24
Customer Service Over the
Telephone and Web/ Email"
3.1 Describe How You Can Improve
the Inflection You Use Over the
Phone
3.2 Describe Common Types of
Communication Styles. What's
yours?
3.3 Review Scripted Examples
3.4 Complete Assessment
4 Complete Module 4: "Recover Sept. 25-Oct. 1
From Customer Service Blunders
and Deal with Customer
Complaints"
4.1 Describe the "Forbidden Five"
Phrases
4.2 Describe the Steps for Handling a
Complaint
4.3 Describe Steps to Diffuse
Customer Anger
4.4 Describe the Steps to Service
Breakdown Recovery
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4. 4.5 Watch Scripted Examples
4.6 Complete Assessment
5 Complete Module 5: "The Future Oct. 2-Oct. 12
of Customer Service/ Emerging
Trends/ Evolution"
5.1 Describe Customer Relationship
Management
5.2 Describe how to develop
customer loyalty and Trust online
5.3 Watch Scripted Examples
5.4 Complete Assessment
Reading Assignments:
Due dates for Major Requirements:
Exam Dates:
1.5 Complete Assessment – After Completing Module 1 (Due Sept.
10)
2.4 Complete Assessment – After Completing Module 2 (Due Sept.
17)
3.4 Complete Assessment – After Completing Module 3 (Due Sept.
24)
4.6 Complete Assessment – After Completing Module 4 (Due Oct. 1)
5.4 Complete Assessment – After Completing Module 5 (Due Oct. 12)
Recommended
Supplemental Course
Materials
Unique Class This course will utilize Moodle, a learning management system. A
Procedure/Structures course key and enrolment instructions will be sent to the email that
we have on file for you, 1 week prior to the start of the course.
Special Components
Prerequisites There are no pre-requisites for this class.
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