Instructor: John Hagle, CNST(NIM) Department Chair john.hagle@harlingen.tstc.edu (956) 364-4801
Attention: Students must Sign in to the TSTC WEBCT DL web site for this course on a weekly basis to do assignments and hand-ins!
TSTC WEBCT DL link: http://webct.harlingen.tstc.edu
Email Instructor for LOGIN & Password.
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Course Information Page: |
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Students must complete the following Prerequisite courses to be eligible for COOP: Fourth Semester Standing:
Note: Students MUST also be THEA complete in order to COOP out of the Valley! |
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Course Description: |
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Career-related activities encountered in the students area of specialization are offered through a cooperative agreement between the college, employer, and student. Under supervision of the college and the employer, the student combines classroom learning with work experience. Directly related to a technical discipline, specific learning objectives guide the student through the paid work experience. This course may be repeated if topics and learning outcomes vary. 1-39-6 chr. (Full Time 40 hrs/ week) |
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Course Objectives: 1. Describe the role the help desk plans in delivering quality technical customer support. 2. Explain how to manage, meet, and exceed customer expectations. 3. Describe the mix of skills needed to have a career in technical customer support. 4. Describe the characteristics and benefits of active listening. 5. Explain how to avoid the distractions that prevent good listening. 6. Discuss the power of the telephone. 7. Use a variety of techniques to continuously improve telephone skills. 8. Use the characteristics of good technical writing and proven techniques to improve your writing skills. |
Classroom and Lab Policies:
Attendance:
The T.S.T.C. attendance policy as outlined in the current T.S.T.C. catalog will be followed.
IPs:
A student may, at the instructors discretion, be assigned a grade of IP (In-Progress) if unforeseen events make it impossible to finish the semesters work on time. Before a grade of IP will be assigned, the student must initiate the process through consultation with the instructor and sign an IP contract detailing the time period to be allowed to complete any work. Failure to complete the work by the agreed-upon date may result in a failing grade.
Dropping the Class:
It is the students responsibility to drop a class before the last day to withdraw.
Discipline and Order:
There will be no smoking, eating, or drinking in class (theory and/or lab). Under NO circumstances will profane language or other situations that might disrupt the class be tolerated. No active cell phones, beepers, or pagers are allowed in class. Students may not visit chat rooms using laboratory computers. Playing games or any other non-class related computer use during class is strictly prohibited. The consequences for these behaviors may be dismissal from class or withdrawal from the course.
Scholastic Dishonesty:
If a student, either expressly or impliedly, gives permission for another student to copy, then both will receive a "0" for that assignment, quiz, or test. A student wishing to contest this ruling must do so within one (1) week after the return of the graded papers.
Office Hours:
The instructor will be available for consultation during posted office hours or by appointment.
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Methods of Evaluation: |
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Orientation w/ Department Chair |
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Program paper work |
Training Plan |
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BiWeekly Reports |
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Final work experience report and wage/hour |
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Textbook Readings |
Unit Tests |
Final evaluation by supervisor |
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25% |
75% |
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The overall letter grade will be calculated according to the standard T.S.T.C. Grade scale: |
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90-100 |
80-89 |
70-79 |
60-69 |
00-59 |
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A. |
B. |
C. |
D. |
F. |
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Course Text and Materials required: |
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1. |
Textbook: "A Guide to Customer Service Skills for the Help Desk Professional, 2nd Edition" Donna Knapp - Course Technology. ISBN: 0-619-21641-7/Publish date: November 12, 2004 |
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2. |
Co-op Student Guide |
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3. |
Co-op Application |
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4. |
Co-op Training Plan |
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5. |
Bi Weekly Report forms |
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6. |
Evaluation forms |
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Course Weekly outline |
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WEEK 1 |
Report to Job Site. Orientation at DC's office & Sign In to TSTC WEBCT website. Email Instructor for Login & Password. |
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WEEK 2 |
Submit training plan. |
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WEEK 3 |
Read Chapter 7 - Business skills for technical professionals |
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WEEK 4 |
Cont'd - Read Chapter 7 - Business skills for technical professionals |
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WEEK 5 |
Cont'd - Read Chapter 7 - Business skills for technical professionals |
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WEEK 6 |
Complete Unit Test A |
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WEEK 7 |
Read Chapter 8 - Teams and team players in a help desk setting |
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WEEK 8 |
Cont'd - Read Chapter 8 - Teams and team players in a help desk setting |
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WEEK 9 |
Employer's Mid-Term Evaluation |
WEEK 10 |
Complete Unit Test B |
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WEEK 11 |
Read Chapter 9 - Minimizing stress and avoiding burnout |
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WEEK 12 |
Cont'd - Read Chapter 9 - Minimizing stress and avoiding burnout |
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WEEK 13 |
Cont'd - Read Chapter 9 - Minimizing stress and avoiding burnout |
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WEEK 14 |
Complete Unit Test C |
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WEEK 15 |
Final work experience report. & Thank You letter
to CO-OP sponsor. |