FLORIDA STATE COLLEGE AT JACKSONVILLE COLLEGE CREDIT COURSE OUTLINE

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1 FLORIDA STATE COLLEGE AT JACKSONVILLE Form 2A, Page 1 COLLEGE CREDIT COURSE OUTLINE COURSE NUMBER: CTS 2155 COURSE TITLE: Customer Support Operations PREREQUISITE(S): CGS 1060 or CGS 1100 COREQUISITE(S): None CREDIT HOURS: 3 CONTACT HOURS/WEEK: 4 CONTACT HOUR BREAKDOWN: Lecture/Discussion: 3 Laboratory: 1 Other : FACULTY WORKLOAD POINTS: 3.7 STANDARDIZED CLASS SIZE ALLOCATION: 27 CATALOG COURSE DESCRIPTION: This course presents a host of skills critical to the success of an end user support specialist. The course includes considerations for operating systems, hardware and software support, help desk operations, and the basics of customer service technology. Emphasis is on enhancing customer relation skills, building rapport with customers and improving verbal and written communication skills. Students explore how to respond to customer requirements and to efficiently handle difficult situations. SUGGESTED TEXT(S): Guide to Computer User Support, Cengage, Latest Edition IMPLEMENTATION DATE: Fall Term, 1990 (911) REVIEW OR MODIFICATION DATE: Fall Term, 1995 (961) Fall Term, 2003 (20041) Fall Term, 2007 (20081) Fall Term, 2008 (20091) Outline Review 2007 Fall Term, 2009 (20101) (was CIS 2401) Fall Term, 2011 (20121) Proposal

2 Form 2A, Page 2 COURSE TOPICS CONTACT HOURS PER TOPIC I. Customer Service Skills 6 II. Basic Troubleshooting Skills 6 III. Operating Systems Support Problems 6 IV. Helpdesk Operations 3 V. Support Management 3 VI. New Product Evaluation 3 VII. User Needs Assessment 3 VIII. Enhancing Your Customer Relation skills 3 Installation Methods and Installation IX. Customer Training 3 X. Writing Skills Related to Technical Support 3 XI. Support Tools and Resources 3 XVI. Laboratory Assignments - 18 hours of individual and team assignments including the following: 18 A. Converting Class Experience to Resume Items B. Professional Presentation Skills C. Professional Business Writing Skills D. Consolidating Technical Data into Organized Spreadsheet and Chart

3 Form 2A, Page 5 PROGRAM TITLE: COURSE TITLE: Computer Information Systems Analysis Customer Support Operations CIP NUMBER: LIST PERFORMANCE STANDARD ADDRESSED: NUMBER(S): TITLES(S): 01.0 PERFORM MATH COMPUTATIONS -- The student will be able to: Interpret graphs and tables Determine whether sufficient, insufficient, or extraneous information is given for solving a problem PERFORM COMMUNICATION ACTIVITIES -- The student will be able to: Follow oral and written instructions Prepare, outline, and deliver a short oral presentation Participate in group discussion as a member and as a leader Locate and record information retrieved from written resources including current business periodicals Prepare visual material to support an oral presentation Compose reports, program documentation, and other appropriate materials Communicate orally with personnel of various backgrounds and technical skills DEVELOP LEADERSHIP SKILLS -- The student will be able to: Demonstrate self-motivation and responsibility to complete an assigned task PERFORM DECISION MAKING ACTIVITIES -- The student will be able to: List the steps in problem solving Choose appropriate action in situations requiring application of business ethics PERFORM DATA FILE ACTIVITIES -- The student will be able to: Identify security procedures to maintain integrity of files.

4 Form 2A, Page 6 LIST PERFORMANCE STANDARD ADDRESSED: (CONTINUED) NUMBER(S): TITLES(S): 13.0 PERFORM FUNDAMENTAL COMPUTER PROGRAMMING ACTIVITIES -- The student will be able to: Demonstrate a knowledge of computer concepts and terminology Identify basic computer components and their functions Identify tasks adaptable to computer solutions Identify the major steps in program analysis, development and implementation PERFORM COMPUTER INFORMATION SYSTEMS ANALYSIS ACTIVITIES -- The student will be able to: Prepare appropriate systems and analysis charts and other visual aids Describe the major steps in the systems development cycle Identify the type of software package most appropriate to the solution of a problem Identify the most appropriate software package and perform word processing activities Identify the most appropriate software package and perform electronic spreadsheet activities Identify the most appropriate software package and perform database/filing activities Identify the most appropriate software package and perform graphics activities Identify the most appropriate software package and perform integrated software activities Identify the most appropriate software package and perform data communications activities Identify situations where software packages and/or custom developed packages need to be integrated with each other Identify situations where software packages and/or hardware need to be integrated with software/hardware available on other types of computers Select appropriate hardware devices to accomplish assigned tasks Identify skills needed to train users in the operation of a software package PERFORM TELEPHONE ACTIVITIES -- The student will be able to: Identify telephone services and types of calls Locate telephone numbers and addresses Identify and demonstrate proper telephone image (voice, enunciation, vocabulary, diction, etc.) Identify and demonstrate techniques of answering the telephone Identify and demonstrate techniques of giving and getting information Identify and demonstrate procedures for screening calls Identify and demonstrate procedures for placing and maintaining calls on hold PERFORM MAIL HANDLING ACTIVITIES -- The student will be able to: Classify mail Locate and record information retrieved from written resources PERFORM COMMUNICATION ACTIVITIES -- The student will be able to: Locate and record information retrieved from written resources Spell and define words, including business terminology.

5 Form 2A, Page 7 CIP NUMBER: LIST PERFORMANCE STANDARDS ADDRESSED: NUMBER(S): TITLES(S): 11.0 DEMONSTRATE A KNOWLEDGE OF INFORMATION PROCESSING CONCEPTS -- The student will be able to: List major programming languages used in business data processing Identify applications of computers in business PERFORM DECISION MAKING ACTIVITIES -- The student will be able to: Choose appropriate action in situations requiring application of business ethics Establish priority of jobs Choose appropriate action in situations requiring application of business ethics Choose appropriate action in situations requiring following a chain of command Choose appropriate action in situations requiring effective time management Determine preventive actions for office communication problems.

6 Florida State College At Jacksonville Course Learning Outcomes & Assessment For All College Credit Courses NOTE: Use either the Tab key or mouse click to move from field to field. The box will expand to accommodate your entry. Section 1 COURSE PREFIX AND NUMBER: CTS 2155 SEMESTER CREDIT HOURS: 3.0 COURSE TITLE: CUSTOMER SERVICE OPERATIONS Section 2 TYPE OF COURSE: (Click on the box to check all that apply) AA Elective AS Required Professional Course College Prep AS Professional Elective AAS Required Professional Course Technical Certificate Other General Education: (For General Education courses, you must also complete Section 3 and Section 7) Section 3 (If applicable) INDICATE BELOW THE DISCIPLINE AREA FOR GENERAL EDUCATION COURSES: Communication Social & Behavioral Sciences Mathematics Natural Sciences Humanities Section 4 INTELLECTUAL COMPETENCIES: Reading Speaking Critical Analysis Writing Listening Information Literacy Quantitative Skills Ethical Judgment Scientific Method of Inquiry Working Collaboratively Section 5 LEARNING OUTCOMES METHOD OF ASSESSMENT Demonstrate best practices when dealing with customers who come from diverse backgrounds, age groups, socioeconomic groups, and those with Class activities or exams complaints, problems, and aggressive behaviors. Describe commonly used hardware and software used for end user and customer support operations. Written report or exams Demonstrate written and oral communication skills used for customer service Class activities Detail strategies for end-user training Exam or class activity Provide elements and strategies for quality customer support service Exam or class activity Demonstrate efficient consolidation of technical information for a non-technical audience. Class activity, presentation, or written report Section 6 Name of Person Completing This Form: Cheryl A. Schmidt Date: 03/11/2011