Instructor: John Hagle, 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 be TASP completed in order to COOP out of the Valley! |
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Course Description: |
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Career-related activities encountered in the student’s 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. 1-19-3 chr. (Part Time 20 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 instructor’s discretion, be assigned a grade of IP (In-Progress) if unforeseen events make it impossible to finish the semester’s 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 student’s 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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Text book assignments |
Accessing WebCT for Discussion Questions |
Final evaluation by supervisor |
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30% |
70% |
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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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8/29/05 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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9/2/05 WEEK 2 |
Submit training plan. Read chapter 1-Achieving high customer satisfaction. |
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9/9/05 WEEK 3 |
Read Chapter 1. Achieving High Customer Satisfaction |
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9/16/05 WEEK 4 |
Contribute to the On-Line Discussion : Topic "Learn about help desk certification" Proj. 1.2 Pg 44 |
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9/23/05 WEEK 5 |
Read Chapt. 2. Developing Strong Listening and Communication Skills. |
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9/30/05 WEEK 6 |
Contribute to On-Line Discussion: Topic "Collect and rewrite forbidden phrases" Proj. 2.6 Pg 80 |
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10/7/05 WEEK 7 |
Read chapter 3 Winning telephone skills |
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10/14/05 WEEK 8 |
Contribute to On-Line Discussion: Topic "Explain an analyst's absence in a positive way" Proj. 3.4 Pg 118 |
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10/21/05 WEEK 9 |
On-Site Visitation Conference/Evaluation Read Chapt 4-Writing skills for support professionals |
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10/28/05 WEEK 10 |
Contribute to the On-Line Discussion: Topic "Identify support options" Proj. 4.1 Pg 168 |
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11/4/05 WEEK 11 |
Read Chapt. 5- Handling Difficult Customer Situation |
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11/11/05 WEEK 12 |
Contribute to the On-Line Discussion: Topic "Learn the predominate side of your brain" Proj. 5.6 Pg 196 |
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11/18/05 WEEK 13 |
Read Chapt. 6- Solving and Preventing Problems |
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11/25/05 WEEK 14 |
Contribute to the Online-Discussion Topic: "Learn about remote control software" Proj. 6.6 Pg 235 |
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12/2/05 WEEK 15 |
Final work experience report. & Thank You letter to
CO-OP sponsor. |