Hospitality & Tourism Management Department Spring Quarter 2026 HOST 166 (28864): Global Excellence In Customer Service Instructor: Justin Taillon (jtaillon@highline.edu) Office: 26-322 Student Hours: Monday (1:30p-2:50p), Wednesday (1:30p-5p), & Thursday (1:30p-2:50p) Appointments: Pre-Book Meetings (I recommend pre-booking meetings) Class Schedule: Online Text required: HOST courses do not rely on textbooks. All materials for this course will be provided to you electronically on Canvas Highline College: 2400 South 240th Street Des Moines, WA 98198 P: (206) 878-3710 COURSE DESCRIPTION Customer service is not solely the act of receiving something physical in a monetary exchange; there is also an industry built around the act of providing service to others. Your customers may not even be purchasing an item. Customer service is actually a complex process of ensuring others are satisfied with a product. Sometimes soft skills, or even ourselves, are the product. This course will introduce the complexities of customer service provision in a holistic manner while maintaining a focus on the individual. An understanding of customer service as ‘the building of a real and meaningful connection between ourselves and others’ will be reached during the tenure of this course. LEARNING OUTCOMES Being aware of the course learning outcomes is paramount to success in all your coursework. The learning outcomes guide the material each of your courses covers and the way the material is covered. Please make yourself aware of the elements of this course and all other pertinent courses. The course learning outcomes for all HOST classes can be viewed at this web address: http://catalog.highline.edu/ The Student Learning Outcomes for this course are as follows: • Learners will define key elements of communication that can be leveraged as tools of effective customer service provision including wow factors, moments of truth, networking, communication, listening, and more. • Learners will implement customer service tools such as listening, providing feedback, assertiveness, empowerment, communication (e.g. verbal, non-verbal), and conflict resolution in customer service settings. • Learners will outline best practices in mentor/mentee relationships including networking. • Learners will deconstruct individualized personality test results (e.g. Big Five, Myers-Briggs) for the purpose of comprehending how to best leverage their personality traits. • Learners will interpret how shibboleth traits contribute to cross-cultural communications. PARTICIPATION Hopefully participation is fun in our course together this quarter! Participation does not mean only one thing. You are a unique individual and your approach to participation can be as unique as you are. Participation is graded. You can lose or gain up to 10% of your final grade in the course. If you are going to lose more than 3% of your final grade due to a lack of participation, then a meeting will be requested beforehand. You will not lose more than 3% without being notified in advance and being given a chance to meet with your instructor(s). No student will lose more than 10% of their final grade due to a lack of participation. It is also possible to gain a maximum of 10% toward your final grade based on participation. Losing points occurs primarily through cheating such as plagiarism, not attending class when enrolled on campus, treating members of our class poorly, or submitting multiple assignments after the due date. We will have fun and your participation will likely be seen in a positive light so long as you put forth a positive effort. Student and Visitor Exchange Program In compliance with the Student and Visitor Exchange Program (SEVP) requirements for F-1 international students, this course has an in-person component, which is (Friday, April 15, from 1p-2p in 23-210). All students, regardless of status, are invited to attend. The in-person component of this class is not required for any student. ASSIGNMENT PROTOCOLS All final exams take place face-to-face in courses that are scheduled face-to-face. The time and location of your final exam will be dictated by the College. Hybrid, flexible, and online asynchronous courses have final exams that take place online. These final exams stay open for a minimum of 48 hours in my classes. Instructors cannot move final exam locations or times. You are responsible for knowing the time and location of your final exam. This can be located on Highline.edu. You are eligible for an Incomplete if you complete the course except for the Final Exam and the instructor agrees to an Incomplete. Incompletes can be made up later in agreement with the instructor. You will not be given an Incomplete if you choose to depart campus early. For example, flight dates are not a reasonable excuse for missing a final exam. Assignment Grading Table I. Assignment Grading Assignment No. %/ea. Total Quiz 10 10 100 TOTAL 100 All submission and quiz assignments will be submitted on Canvas. The instructor will not micro-manage your submissions. Do not expect to be notified of your failure to keep up in the course unless you fall behind drastically. Assignment Explanations Quizzes: There are ten quizzes. Each quiz is only about one lecture; the quizzes are not cumulative. All quizzes are five questions in length. The quizzes will be taken in Canvas. Language AI You may use AI tools such as Chat GPT. You cannot plagiarize though. If you are unsure whether you understand plagiarism then please visit this site to learn about plagiarism. You can read more about plagiarism in this department in the departmental syllabus (attached to this course syllabus). You can enroll in HOST 253 (AI Unveiled) to learn how to use AI effectively and ethically in coursework and post-graduation in your future studies or work environment. This course will use a software called Undetectable to identify plagiarism. In alignment with industry best practices, if Undetectable states you plagiarized then you did plagiarize according to the rules of this course. I recommend testing your authored writing in this website before submission. It is free to do this! Make sure you are “green” on undetectable.ai before submitting writing in this course. This is not the only method for identifying plagiarism in this course. Please do not plagiarize. You will be held accountable.

ホスピタリティ＆ツーリズムマネジメント学科 2026年春学期 HOST 166（28864）： グローバル・エクセレンス・イン・カスタマーサービス 担当教員：Justin Taillon（jtaillon@highline.edu ） オフィス：26-322 学生対応時間：月曜（1:30〜2:50）、水曜（1:30〜5:00）、木曜（1:30〜2:50） 面談：事前予約推奨 授業形式：オンライン 教科書：なし（すべてCanvasで提供） ハイラインカレッジ住所： 2400 South 240th Street Des Moines, WA 98198 電話：(206) 878-3710 授業概要（COURSE DESCRIPTION） カスタマーサービスは、単にお金と引き換えに物を受け取る行為だけではありません。 サービスを提供すること自体が一つの産業として成り立っています。 顧客は必ずしも商品を購入しているとは限りません。 カスタマーサービスとは、 他者が商品やサービスに満足するようにする複雑なプロセスです。 時には、ソフトスキルや自分自身が「商品」になることもあります。 この授業では、カスタマーサービスの複雑さを包括的に学びつつ、個人に焦点を当てます。 最終的には、カスタマーサービスを 「自分と他者の間に本物で意味のある関係を築くこと」 として理解できるようになります。 学習到達目標（LEARNING OUTCOMES） 学生は以下ができるようになります： 効果的なカスタマーサービスに必要なコミュニケーション要素（例：WOW要素、重要な瞬間、ネットワーキング、リスニングなど）を定義する リスニング、フィードバック、自己主張、エンパワーメント、言語・非言語コミュニケーション、問題解決などのスキルを実践する メンター・メンティー関係におけるベストプラクティスを説明する 性格診断（ビッグファイブ、MBTIなど）の結果を分析し、自分の特性の活かし方を理解する 言語や文化の特徴（シボレス）が異文化コミュニケーションに与える影響を理解する 参加（PARTICIPATION） 参加は成績に含まれます。 最終成績の最大±10％に影響します。 減点の主な理由： 盗用などの不正行為 授業に出席しない（対面登録の場合） 他の学生への不適切な態度 課題の遅延提出 ただし、事前通知なしに3％以上減点されることはありません。 留学生に関する注意 Student and Visitor Exchange Program（SEVP）の要件に従い、この授業には対面コンポーネントがあります： 4月15日（金）13:00〜14:00（23-210） ※全学生参加可能ですが、必須ではありません 課題ルール（ASSIGNMENT PROTOCOLS） 対面授業の期末試験は対面で実施 オンライン授業はオンラインで実施 試験は最低48時間開放 ※フライトなどは欠席理由になりません 成績配分（Assignment Grading） クイズ：10回（各10％） 合計：100％ 課題説明（Assignment Explanations） クイズ（Quizzes） 全10回 各クイズは1つの講義のみ対象（累積ではない） 各クイズは5問 Canvasで受験 AIの使用について AIツール（例：ChatGPT）は使用可能 ただし： 盗用は禁止 この授業では「Undetectable」というソフトで盗用をチェックします。 これで盗用と判断された場合は、盗用とみなされます。 提出前にチェックすることが推奨されています。