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ENTR340 - Small Business Customer Service

Course Details

Course Code: ENTR340 Course ID: 4572 Credit Hours: 3 Level: Undergraduate

New business owners must be able to retain customers and capture new customers. Whether online or in a physical location customer service is critical to the success of any small business. This course provides students the foundation for service innovation, finding opportunities for service innovation, and exploring customer “jobs.” In addition, this course focuses on determining what your customer is trying to accomplish, not what you are offering. This is crucial to implement a quality service culture.





Course Schedule

Registration Dates Course Dates Session Weeks
04/29/19 - 10/04/19 10/07/19 - 12/01/19 Fall 2019 Session B 8 Week session
05/27/19 - 11/01/19 11/04/19 - 12/29/19 Fall 2019 Session I 8 Week session
06/24/19 - 11/29/19 12/02/19 - 01/26/20 Fall 2019 Session D 8 Week session
08/26/19 - 01/31/20 02/03/20 - 03/29/20 Winter 2020 Session I 8 Week session

Current Syllabi

  1. Determine the customer value experience.
  2. Assess the availability of service innovation opportunity for your venture.
  3. Apply various customer job maps to analyze service opportunities.
  4. Evaluate customer service training options for employees.
  5. Map a customer service model for your business.
  6. Use an appropriate strategy to meet customer service goals.
NameGrade %
Forums 35.00 %
Introductions 4.38 %
Forum 1 4.38 %
Forum 2 4.38 %
Forum 4 4.38 %
Forum 5 4.38 %
Forum 6 4.38 %
Forum 7 4.38 %
Forum 8 4.38 %
Assignments 35.00 %
Week 1 - Your Service DNA 7.00 %
Week 3 - Whatâ??s It Worth 7.00 %
Week 4 - What to Measure 7.00 %
Week 5 - Training 7.00 %
Week 6 - Customer Service Model 7.00 %
Final Project 30.00 %
Summative Project - Your Service Strategy 30.00 %
Book Title: Unleashing Excellence: The Complete Guide to Ultimate Customer Service - e-book available in the APUS Online Library. Link also provided in the classroom lessons section.
Author: Snow, Dennis
Publication Info: Wiley Lib
ISBN: 9780470503805
Book Title: Exceptional Service, Exceptional Profit : The Secrets of Building a Five-Star Customer Service Organization - e-book available in the APUS Online Library. Link also provided in the classroom lessons section.
Author: Inghilleri, Leonardo
Publication Info: Amazon
ISBN: 9780814415382

Book Title:Unleashing Excellence: The Complete Guide to Ultimate Customer Service - e-book available in the APUS Online Library. Link also provided in the classroom lessons section.
ISBN:9780470503805
Publication Info:Wiley Lib
Author:Snow, Dennis
Unit Cost:$18.54
Book Title:Exceptional Service, Exceptional Profit : The Secrets of Building a Five-Star Customer Service Organization - e-book available in the APUS Online Library. Link also provided in the classroom lessons section.
ISBN:9780814415382
Publication Info:Amazon
Author:Inghilleri, Leonardo
Unit Cost:$17.74

Previous Syllabi

Not current for future courses.