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 175 matches.
Customer Service Communication   (BUS-231)   3.00 s.h.  
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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)   3.00 s.h.  
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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.

 
Customer Service a Practice Approach   (APS-302)   3.00 s.h.  
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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.

 
Community Resources   (COU-281)   3.00 s.h.  
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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

 
Introduction to Human Services   (HUS-101)   3.00 s.h.  
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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

 
Services Marketing   (MAR-311)   3.00 s.h.  
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Scope of services marketing; differences in product & services marketing; marketing decisions and approaches in banking, retailing, professional services, and other service industries. 
Secondary Reactor Systems   (NUC-332)   3.00 s.h.  
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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

 
Ophthalmic Assisting   (OPT-104)   3.00 s.h.  
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Lensometry, tonometry, general medical knowledge, and patient services. 
Families and Developmental Disabilities   (SOS-422)   3.00 s.h.  
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Course Description
This course focuses on individuals with developmental disabilities within the context of their families and cultures. Prevention and intervention information from early intervention, school-age, school to work transitions, adult services, and aging services will be reviewed. Issues such as community-based services, family-centered services, full citizenship, empowerment, school inclusion, supported employment, and family support will be addressed.

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

  • Articulate familiarity with the philosophical background, history, and current status of attitudes, services, and legislation related to individuals with disabilities.
  • Understand and explain the impact of developmental disabilities on the individual and the family system throughout the family life course.
  • Articulate familiarity with "recommended practice" as it relates to inclusion, community-based services, and supports for individuals with a disability and their families.
  • Articulate familiarity with the concepts of advocacy, and the activities and actions that promote empowerment for individuals with disabilities and their families.
  • Demonstrate a broad understanding of the different conditions that cause developmental disabilities.

 
Building Person-Centered Support   (SOW-263)   3.00 s.h.  
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Course Description
This course enables students to describe the differences between system-centered & person-centered approaches. Identify implications of new relationships between agency/staff & individuals with developmental disabilities, their families, friends, & community. List service options in residential, vocational & family support areas. Describe the pivotal role of the middle manager in the new service paradigm.

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

  • Define system-centered and person-centered approaches.
  • Explain the differences between the system-centered and person-centered approaches.
  • Identify implications of new relationships between agency/staff and individuals with developmental disabilities, their families, friends, and community.
  • Identify service options in residential, vocational, and family support areas.
  • Summarize the role/programs of the various service options in residential, vocational, and family support areas.
  • Explain the pivotal role of the middle manager in the service paradigm.

 
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