Course Course Summary Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: WALM-0084 Organization: Walmart Stores, Inc. Location: Classroom-based Length: 8 weeks (40 hours) Dates Offered: 4/1/2016 - 3/31/2019 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Lower-Division Baccalaureate 1 Customer Service Relations or Introduction to Business Description Section 3 Content Section 3 Content Left Section 3 Content Right Objective: The course objective is to enable students to increase their awareness of service delivery techniques, explore how service innovation impacts value creation and service success in public and private sectors. Learning Outcomes: Evaluate the role employees and customers play in service innovation and delivery Analyze the tools used to deliver service innovation Create a roadmap to delivery excellent customer service and build customer loyalty Remember and implement course concepts Understand the importance of service innovation and how to mitigate service failure General Topics: Innovative service strategies Service delivery techniques Review customer expectation Improving customer experience Instruction & Assessment Section 4 Content Section 4 Content Left Section 4 Content Right Instructional Strategies: Audio Visual Materials Discussion Lectures Practical Exercises Methods of Assessment: Performance Rubrics (Checklists) Quizzes Written Papers Minimum Passing Score: 75% Supplemental Materials Section 5 Content Section 5 Content Left Section 5 Content Right Section 6 Content Section 6 Content Left Section 6 Content Right Button Content Rail Content 1 Page Content