Thomas Edison State University | Prior Learning Assessment Course Description
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PLA Portfolio Assessment Course Subjects

Service

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Courses 1-10 of 96 matches.
Customer Service a Practice Approach   (APS-302)   3 credits  
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Course Description
A practical approach presents the principal concepts and current trends in the customer service industry. Particular areas of concentration involve defining customer service and identifying its challenges, employing the problem-solving process, formulating a customer service strategy, coping with challenging customers, retaining customers, and measuring performance. Students will analyze the significant elements of customer service and apply effective customer service principles.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Explain and discuss customer service.
  • Analyze common barriers to effective customer service.
  • Apply the problem-solving process to providing customer service.
  • Devise an effective customer service strategy, including methods for empowering customer service providers.
  • Discuss the importance of effective communication in customer service.
  • Analyze methods for coping with challenging customers.
  • Discuss the importance of motivation and leadership in customer service.
  • Connect customer retention and the measurement of customer satisfaction.
  • Compare and contrast ways of serving customers using traditional and technological methods.
  • Explain the rewards of providing excellent customer service.

 
Customer Service Communication   (BUS-231)   3 credits  
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Course Description
Through this course, students develop an understanding of principles and practices in effective customer service management communication. The course addresses the skills necessary for building and maintaining positive relationships with internal and external customers, and the role the customer service team plays in developing, evaluating, and improving customer service systems. The focus is on writing, speaking, information literacy, and non-verbal communication in business settings. Discussion includes customer service policy formation, customer service in organizational/institutional planning, marketing, and profitability. Students analyze complex customer service issues and problems and make logical and sensitive written and oral presentations to simulate the various scenarios.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Explain the concept of customer service and discuss the difference between internal and external customers
  • Discuss the importance of effective written and oral communication in customer service
  • Analyze common barriers to effective customer service
  • Describe ways in which customer service communication impacts results (planning, sales, marketing, profitability, customer satisfaction, and relationship building)
  • Discuss the importance of motivation and leadership in customer service
  • Explain the role of changing technologies, including Web-based customer service, and compare and contrast ways of servicing customers using traditional and technological methods
  • Discuss the initial and on-going training and evaluation of your performance as a customer service representative
  • Articulate how your department or team measures the effectiveness of your work
  • Analyze methods for coping with challenging customers (aggressive, non-native speakers, etc.)
  • Explain the role of the Customer Service team in the formulation of policies
  • Explain the rewards of providing excellent customer service
  • Provide a YouTube video of you participating in a simulated customer service conversation using key elements of effective speech delivery--speak clearly; avoid space fillers, speak slowly, use vocal variety, etc. In the presentation, provide information about a policy, a product, or a procedure, and respond to customer concerns and questions

 
Food Service Management   (HMM-152)   3 credits  
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Course Description
A practical guide to food service management including an overview of both restaurant and institutional activities. Effective management is stressed with special emphasis on organization of food service planning, menus and styles, supervising personnel, and controlling food and labor costs. The laws and regulations affecting food services are also covered.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Identify the management characteristics and challenges for specific food service segments.
  • Analyze and evaluate the job responsibilities of specific food service managers.
  • Discuss and apply hospitality operational concepts, theories and practices within specific food service operations to achieve budgeted financial and cost controls.
  • Integrate and apply interdepartmental communication and technology application activities within specific food service operations for effective management and guest satisfaction.
  • Apply the ethical and legal considerations utilized by management in specific food service segments.

 
Introduction to Human Services   (HUS-101)   3 credits  
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Course Description
Provides an overview of the human services field.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Define the historical development and social values related to social services
  • Identify the ethical, professional, and legal issues concerning the human services profession
  • Define the difference between culture, ethnic group, and race
  • Identify community services and the population they serve
  • Describe the appropriate decisions for an ethical dilemma

 
The Internet Network   (CAP-370)   3 credits  
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Course Description
The hardware required to connect and the methods of attachment are considered, along with protocols and the roles of service providers and online services. The use of private networks and Internet technology within a corporation for communicating and sharing of data. Major applications, such as Web Browsers, Web Servers, ftp, telnet, and gopher are studied, along with the uses of emerging technology in Internet applications. Other topics include html, creating Web pages, 3D Web applications using vrnl, and applications based on Java.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Explain the internet protocols and the hardware needed to connect internet.
  • Describe the roles of service providers and online services.
  • Explain the use of private networks and Internet technology within a corporation for communicating and sharing data.
  • Discuss the functions of the Web Browsers and Web Servers.
  • Explain ftp, telnet, and gopher.
  • Describe the steps for creating Web pages, 3D Web applications using vrml, and applications based on Java.
  • Discuss the use of emerging technologies in Internet applications.

 
Community Resources   (COU-281)   3 credits  
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Course Description
Examines the growth and variety of social service organizations. The training of providers, such as teachers and physicians, and relationships between professionals and clients in settings such as schools and hospitals are studies as well as organizational decision-making, finances, and community relations.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Demonstrate an understanding of the interconnections between client-professional relationships and the structure and process of complex organizations in a service-oriented society
  • Familiarity with innovative patterns designed to improve the provision of services to clients

 
Advanced Fire Administration   (FIS-461)   3 credits  
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Course Description
Topics include: personnel administration; goal setting; control, coordination, direction, and organization of a fire department; and the matching of people with machines. Other significant topics include value engineering for apparatus, innovative water delivery, management by objectives, quality circles, prevention vs. suppression, emergency medical service, data collection, reports, records, computer fire insurance, budgeting, and productivity.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Explain the requirements for an effective departmental organization
  • Describe effective leadership strategies for working within the governmental structure
  • Discuss accountability in the workplace
  • Describe the role of the supervisor and management staff
  • Explain the evaluation process and evaluating performance
  • Describe the concept of change and future trends in the fire service
  • Explain the methods for motivating employees
  • Discuss workplace safety, security and wellness
  • Explain the importance of customer service in the fire service
  • Describe workplace harassment and the appropriate methods for maintaining a safe working environment
  • Discuss the concepts of Team Building, Return on Investment, Time Management and Communication
  • Explain the importance of employee training and training strategies
  • Review a recent management innovation designed to increase efficiency, effectiveness or reduce cost within an agency

 
Hotel/Restaurant Operations II   (HMM-142)   3 credits  
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Course Description
This course concentrates on the preparation and service of complete menus by students under the direction of program instructors. Students participate fully in the management and operation of full-service formal restaurant.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Identify what table set-up items are added to a table when moving from luncheon to dinner to formal dining.
  • Describe the role of wait staff and dining room supervisor's during American, French, Russian and buffet service.
  • Identify basic overhead and labor cost control systems for food service operations.
  • Develop requisitioning, receiving, storage and inventory functions of dining room supplies.
  • Recognize and develop directional steps for the effective operational application for the correct number of staff needed.

 
Community Process in Human Services   (HUS-251)   3 credits  
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Course Description
Study of the community and other forms and process associations as major loci and instruments for defining and meeting human needs. Analysis of models of community study, knowledge of community change processes, with emphasis on planning and organizing for change related to human services, formal and informal.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Define community and other forms as they relate to human services
  • Identify community services and the population they serve
  • Analyze various models of community study
  • Describe community change as it relates to various variables
  • Explain planning and organizing for change as they relate to human services

 
Secondary Reactor Systems   (NUC-332)   3 credits  
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Course Description
Covers secondary plant fluid cycle system, main steam system, moisture separator reheaters, condenser and air removal system, condensate system, and the feedwater system. The first component consists of an overview of the secondary plant steam and water cycle as a Rankine cycle. The remaining components each describe the functions, design, and operation of a major system in the secondary fluid cycle and the interrelationships and interfaces between those systems.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Describe the components of the simple Rankine cycle and their functions
  • Describe additional components utilized to increase the efficiency of the simple Rankine cycle, such as turbine stages, condensate heater stages, feedwater heater stages, and condenser hoggers
  • Explain the difference between circulating water pumps and service water pumps
  • State the difference between essential service water and non-essential service water. List essential service water and non-essential service water heat loads
  • Describe the turbine generator system and explain how it is synched to the grid
  • List emergency power systems and sources on site (diesels, dams, station batteries) the loads transferred to them, and the conditions for load transfer

 
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