Course Syllabus

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MIN205/BUS203: Customer Service, Radical Hospitality & Trauma Informed Ministry

Instructor & Contact Information

The People tab in Canvas provides information on the course instructor and you can  send a message to your instructor following these instructions. Faculty are expected to: 1) grade and return assignments, with feedback, within 7 days from the date of submission; 2) reply to your Canvas messages within 72 hours; 3) reply several times each week in total in the discussion forums (not to each individual student); and 4) demonstrate the core values of City Vision University.

Course Description

This course provides a comprehensive exploration of the customer service profession and the essential skills required to excel in it. The course delves into the definition and evolution of customer service, emphasizing the importance of understanding both internal and external customers. Students will learn crucial communication techniques, including verbal and nonverbal communication, as well as active listening skills, to effectively interact with diverse customer bases. Furthermore, the course addresses strategies for building and maintaining strong customer relationships, understanding customer behavior and different behavioral styles, and effectively navigating service breakdowns and ensuring successful service recovery. Finally, it explores the role of technology in customer service and emphasizes techniques for encouraging customer loyalty and retention, all within the context of creating a customer-focused environment.

Course Outcomes

After completing this course, you will be able to:

  1. Explain the fundamental principles and the evolving landscape of the customer service profession.
  2. Demonstrate effective verbal and nonverbal communication techniques to build rapport and address customer needs.
  3. Apply active listening strategies to accurately understand customer inquiries and concerns.
  4. Analyze different customer behavioral styles to adapt communication and service approaches for improved interactions.
  5. Develop proactive strategies for managing service breakdowns and implementing effective service recovery techniques.
  6. Identify key elements for fostering customer loyalty and implementing strategies to enhance customer satisfaction and retention.

Degree Program Outcomes

Degree outcomes are the overall skills and knowledge we expect you will have after successfully completing a degree program at City Vision University. After completing the degree, you will be able to do the following in each of the listed domains. The outcome addressed by this course is marked with a star (*).

Bible/Theology

  1. Bible. Use sound principles of Biblical interpretation to analyze the structure, themes and content of the Bible and apply that to local contexts.
  2. Theology. Apply the foundational truths of Christian theology grounded in Scripture to local contexts.

Spiritual Formation

  1. Calling. Create a synthesis of a reflective life vision and plan to enable 24/7 ministry based on God’s purposes for work and their own unique calling.
  2. Leadership. Develop a personal philosophy and plan for leadership based on principles of leadership and effective ministry management.
  3. Emotional Health. Reflect and develop plans needed to establish healthy relationships and life balance.

Ministry & Missions

  1. Cross-Cultural Ministry. Develop strategy for effective cross-cultural management and ministry and apply that to their own organizational or ministry context.
  2. Nonprofit Foundations. Describe the key competencies of effective nonprofit managers and develop a career development plan across four competency domains including: Collaborate (HR & Relational Skills), Control (Governance, Financial & Operations Skills), Create (Innovation & Entrepreneurial Skills) and Compete (Business & Funding Skills).
  3. Specialization. Develop skills and apply learning and concepts in one area of specialty ministry. *

Required Texts

Students are required to purchase these texts before the first day of classes. 

Lucas, R. W. (2022). Customer Service Skills for Success (8th edition). McGraw Hill.
Spahn, B., & Zutell, I. (2015). Miss Brenda and the Loveladies: A Heartwarming True Story of Grace, God, and Gumption. WaterBrook.
Pratt, L. C., & Homan, F. D. (2011). Radical Hospitality: Benedict’s Way of Love, 2nd Edition. Paraclete Press.

Guidelines for Written Work

All written work must follow our Writing Format and Forum Requirements. You must read these to understand how to cite sources appropriately.

Critical Policies to Read for This Course

Note: These policies are critical for all students to read. In case of change, we have linked to the versions on our website to make sure you have the latest version.

Additional Policies:

This syllabus is subject to change without notice up until the first day of the semester. Last updated: December 29, 2025

Course Summary:

Course Summary
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