Jun 17, 2024  
2023-2024 Cal State East Bay Catalog 
    
2023-2024 Cal State East Bay Catalog [ARCHIVED CATALOG]

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HOS 298 - Customer Service for a Diverse World


Units: 3 ; Breadth Area: GE-D1-2; Diversity
Exploration of customer service strategies for a diverse world. Integral aspects of customer service: customer experiences, engaging customers, communication, customer feedback, exceeding expectations, and service improvement. Focus on culturally diverse groups; differences and individual needs as related to customer service.

Prerequisites: HOS 100 and REC 100.
Possible Instructional Methods: On-ground, or Hybrid or Online-Asynchronous.
Grading: A-F or CR/NC (student choice).
Breadth Area(s) Satisfied: GE-D1-2 - Lower Division Social Sciences; Overlay - Diversity
Course Typically Offered: Fall & Spring


Student Learning Outcomes - Upon successful completion of this course students will be able to:
  1. Explain basic customer service aspects related to internal and external customers.
  2. Describe customer service strategies for culturally diverse groups.
  3. Develop a customer service strategy for an organization focusing on service to cultural groups.
  4. Through collaborative group research, present a video summary of a company/business/organization’s customer service program that recognizes and supports diverse cultural groups.
  5. Prepare a research paper that details diversity in customer service along with a personal perspective.


D1-2. Lower-division Social Science Electives Learning Outcomes
 

  1. specify how social, political, economic, and environmental systems and/or behavior are interwoven;
  2. explain how humans individually and collectively relate to relevant sociocultural, political, economic, and/or environmental systems-how they produce, resist, and transform them;
  3. discuss and debate issues from the course’s disciplinary perspective in a variety of cultural, historical, contemporary, and/or potential future contexts; and
  4. explore principles, methodologies, value systems, and ethics employed in social scientific inquiry.
Diversity Overlay Learning Outcomes
  1. describe the histories and/or experiences of one or more U. S. cultural groups and the resilience and agency of group members;
  2. identify structures of oppression and the diverse efforts and strategies used by groups to combat the effects of oppressive structures;
  3. analyze the intersection of the categories of race and gender as they affect cultural group members’ lived realities and/or as they are embodied in personal and collective identities;
  4. recognize the way that multiple differences (including, for example, gender, class, sexuality, religion, disability, immigration status, gender expression, color/phenotype, racial mixture, linguistic expression, and/or age) within cultural groups complicate individual and group identities.



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