ITSC 1391
Help Desk Customer Service

Western Texas College

  1. Basic Course Information
    1. Course Description: Customer support skills and real world applications for the operation of a call center, front desk, or help desk. Skills should include effective communication for internal and external customers, best practices, and problem solving skills including: in-person, telephone, email, or Internet.  
    2. Required Prerequisite: None
  2. Student Learning Outcomes
    1. demonstrate effective communication skills;
    2. diagnose problems, and documenting solutions.
  3. Testing Requirements
    1. The final exam must be proctored. (ask your instructor for more details)
  4. Course Requirements, Methods of Assessment, Assessment Criteria, Grading Standards
    1. Grading System with Percentage of Proctored Assignments:

       

      Proctored

      Not Proctored

      Assignments

       

      30%

      Exams

       

      15%

      Project

       

              20%

      Final Exam

      35%

       

      Total

      35%

      65%


  5. Information on Books
    1. CUSTOMER SERVICE SKILLS, 4TH, Ed, Knapp: ISBN 10: 1-28506358-9
  6. Other Policies, Procedures and important dates. Please refer to the WTC Catalog for the following:
    1. Campus Calendar
    2. Final Exam Schedule
    3. How to drop a class
    4. Withdrawal Information
    5. Student Conduct/Academic Integrity
    6. Class Attendance
    7. Student with disabilities

Course Content

 

Chapter Description

 

Week 1 Handouts and Intro to Moodle

Chapter 1

ACHIEVING HIGH CUSTOMER SATISFACTION

Chapter 2

DEVELOPING STRONG LISTENING AND COMMUNICATION SKILLS

 

EXAM
Assignment

Chapter 3

Winning Telephone Skills

Chapter 4

Technical Writing Skills for Support Professionals

 

EXAM
Assignment:

Chapter 5

Handling Difficult Customer Situations

Chapter 6

Solving and Preventing Incidents & Problems

 

EXAM

Chapter 7

Business Skills for Technical Professionals

Chapter 8

Teams & Team Players in a Service Desk Setting

Chapter 9

Minimizing Stress & Avoiding Burnout

Chapter 10

Introduction to Coding & Reimbursement

Final Review

Final Exam

***Disclaimer: Assignments due to change by instructor

 

Last Modified: October 9, 2017