ITSC 1391
Special Topics in Computer and Information Sciences,
General Help Desk Customer Service

Western Texas College

  1. Basic Course Information
    1. 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. Any required prerequisites: None.
  2. Student Learning Outcomes
    1. Demonstrate effective communication skills; diagnose problems, and documenting solutions. Assignments will be measured through rubrics and instructor lab observation.
  3. Major Course Requirements
    1. Requirement: Final will be proctored.
    2. Video project.
    3. There will be no makeup on missed exams.
  4. Information on Books and Other Course Materials
    1. Book: CUSTOMER SERVICE SKILLS, 4TH, Ed, Knapp: ISBN 10: 1-28506358-9
  5. Other Policies, Procedures and Important Dates
    1. Course Catalog
  6. Course Organization and Schedule
    1. Weekly Course Schedule

Week Number

Section/Online Work

Week 1

Introduction to Moodle.

Week 2

Chapter 1 Achieving High Customer Satisfaction

Week 3

Chapter 2 – Developing Strong Listening & Communication Skills

Week 4

Exam: Chapter 1 & 2/Lab work

Week 5

Chapter 3 – Winning Telephone Skills

Week 6

Chapter 4 – Technical Writing Skills for Support Professionals

Week 7

Exam: Chapter 3 & 4/Lab work

Week 8

Chapter 5: Handling Difficult Customer Situations

Week 9

Chapter 6 – Solving and Preventing Incidents and Problems

Week 10

Exam: Chapter 5 & 6/Lab work

Week 11

Chapter 7: Business Skills for Technical Professionals

Week 12

Chapter 8 Teams & Team Players in a Service Desk Setting

Week 13

Exam: Chapter 7 & 8/Lab work

Week 14

Chapter 9 Minimizing Stress & Avoiding Burnout

Week 15

Dead week

Week 16

Final Exam

Disclaimer:  Schedule and content is subject to change at the instructor’s discretion.

 

NOT PROCTORED

PROCTERED

Weekly Assignments

40%

 

Video Project

20% by instructor

Exams

20%

 

Final Exam

20%

 

 

 

 

 

 

 

Last Modified: August 24, 2016