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Instructor	Jack Lynch
Phone	408-864-8421(Office)
E-Mail:	lynchjack@fhda.edu
Web Site:	http://faculty.deanza.fhda.edu/lynchjack
Student Book Website	http://jacklynch.pageout.net
Class Room:	NOVA/CONNECT! Job Seeker Center 420 South Pastoria Avenue Nova Board Room Sunnyvale, CA 94086
Class Date/Time	Tuesdays, beginning Tuesday, January 8, 2008 and ending Tuesday, March 25, 2008. 3.30 PM - 6.10 PM
Required Reading:	Customer Service; 3rd Edition; Robert W. Lucas, McGraw-Hill Irwin. This book can be obtained from the De Anza College bookstore
Office Hours:	9:30 AM -10:20 AM, Monday through Thursday. Room F-51S on the De Anza College Campus. Also by appointment.

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Course Objectives: Customer Service, 3/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business and public service careers, including listening techniques, verbal and non verbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Examination Details

Midterm Exam #1	PageOut on line quiz is available Thursday, January 24 through Sunday, January 27. Go to http://jacklynch.pageout.net and then to Customer service. Chapter 1 - 4.
Midterm Exam #2	PageOut on line quiz is available Wednesday, February 13 through Sunday, February 17. Go to http://jacklynch.pageout.net and then to Customer service. Chapter 5 - 7.
Midterm Exam #3	PageOut on line quiz is available Thursday, March 6 through Sunday, March 9. Go to http://jacklynch.pageout.net and then to Customer service. Chapter 8 - 10.
Final Examination	PageOut on line quiz is available Wednesday, March 26 through Thusday, March 27. Go to http://jacklynch.pageout.net and then to Customer service. Chapter 11 - 13.

Academic Requirements: Students are responsible for all textbook reading assignments and full participation in all class discussions. Attendance is very important for this course and will be graded appropriately. To be counted as present for each class you must be in attendance for roll call.

The instructor reserves the right to drop students who miss more than one (1) class. Point deductions for attendance credits will be assessed upon missing a class at the rate of -10 points per class missed. Extra credit points will be given for high attendance rates as follows:

Attendance is defined as being in class for the entire period. The instructor reserves the right to make point deductions for being late or leaving early

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Term Journal:
Each student (on their own) is required to keep a journal about salient points they are learning in the class and then relating how class learning is applied in the workplace. if posible and applicable, please involve your supervisor/manager in this process by sharing what new skills you are practicing and getting their involvment in your growth process. You can also consider involving your peers and direct reports (if any) in the process.

Please submit a summary of your journal entries at the end of each three week period of the class. Minimum of one to one and a half pages, single spaced, 12 font, professionally typed report. All work must be original. I read every paper. Copies of other's work will be considered cheating and will receive zero credit as well as disciplinary action.

Submittal of Journal papers as follows: (Late papers cannot be accepted)

Sample Grade Determination

A = 90 - 100% of 440 = 396 - 440 points B = 80 -   89% of 440 = 352 - 395 points C = 70 -   79% of 440 = 308 - 351 points D = 60 -   69% of 440 = 264 - 307 points F = 59 -     0% of 440 = 263 -     0 points

NOTE: The instructor reserves the right to use a grade curve.

Detailed Class Schedule

Module	Class Weeks Beginning	Pages	Book Chapters
A	January 8, 2008	1 - 40	1 - 2
	January 15, 2008	41 - 80	2 - 3
	January 22, 2008	81 - 121	3 - 4
	Midterm Exam #1	PageOut on line quiz is available Thursday, January 24 through Sunday, January 27. Go to http://jacklynch.pageout.net and then to Customer service. Chapters 1 - 4
B	January 29, 2008	122 - 149	5
	February 5, 2008	150 - 175	6
	February 12, 2008	176 - 203	7
	Midterm Exam #2	PageOut on line quiz is available Thursday, February 13 through Sunday, February 17. Go to http://jacklynch.pageout.net and then to Customer service. Chapters 5 - 7
C	February 19, 2008	204 - 237	8
	February 26, 2008	238 - 266	9
	March 4, 2008	267 - 295	10
	Midterm Exam #3	PageOut on line quiz is available Thursday, March 6 through Sunday, March 9. Go to http://jacklynch.pageout.net and then to Customer service. Chapters 8 - 10
D	March 11, 2008	296 - 314	11
	March 18, 2008	315 - 347	12
	March 25, 2008	348 - 370	13
	Final Examination	PageOut on line quiz is available Wednesday, March 26 through Thursday, March 27. Go to http://jacklynch.pageout.net and then to Customer service. Chapters 11 - 13

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Procedures & Words of Advice

Please keep up with your reading. We will cover most chapters of the book. The pages and chapters covered for each class are listed and you should have read these pages before each class--your understanding and class participation will be greatly enhanced by being current on your reading. Students may be chosen at random in class to relate concepts they have learned from the reading assignment. Keeping notes as you read and/or highlighting key passages will assist you in your presentation when called upon

Cheating will not be tolerated. If cheating occurs, a grade of F will be assigned. Also, a letter to the Dean will be sent explaining this action.

Respect your fellow students. Listen attentively to what they have to say. Be considerate in your comments. An objective of the class is to make all participants feel comfortable and encouraged to actively participate and express their opinions.

Let's all enjoy the class, learn and have fun!

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