Course Course Summary Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: CFTA-0012 Organization's ID: A198 Organization: Center for Financial Training Length: 11 weeks (51 hours) Dates Offered: 6/1/2021 - 5/31/2024 10/1/2017 - 5/31/2021 9/1/2014 - 9/30/2017 10/1/2011 - 8/31/2014 1/1/2004 - 9/30/2011 1/1/1977 - 12/31/2003 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Lower-Division Baccalaureate 3 customer relations marketing Description Section 3 Content Section 3 Content Left Section 3 Content Right Objective: The course objective is to provide materials that not only introduce the student to the field of services marketing, but also acquaint the student with specific customer service issues. Learning Outcomes: explain what services are and identify important trends in services explain differences between goods/services and resulting challenges/opportunities for business explain the gaps model of service quality identify sources of customer expectations of service, including controllable/uncontrollable items explain the importance of customer satisfaction describe strategies by which companies can facilitate interaction with customers identify and explain strategies for effective service recovery with examples identify and explain the stages and unique elements of service innovation and development explain the differences in types and roles of servicescapes, and the implications for strategy explain the importance of creating a service culture identify ways to integrate marketing communications in service organizations General Topics: Introduction to services The gaps model of service quality Consumer behavior in services Customer expectations of service Customer perceptions of service Listening to customers through research Building customer relationships Service recovery Aligning service design and standards Customer-defined service standard Physical evidence and the servicescape Employees' roles in service delivery Customers' roles in service delivery Delivering service through intermediaries and electronic channels Managing demand and capacity Integrated services marketing communications Pricing of services The financial and economic impact of service Instruction & Assessment Section 4 Content Section 4 Content Left Section 4 Content Right Instructional Strategies: Audio Visual Materials Computer Based Training Discussion Lectures Methods of Assessment: Examinations Other Assignments, Discussion Questions Minimum Passing Score: 70% Supplemental Materials Section 5 Content Section 5 Content Left Section 5 Content Right Section 6 Content Section 6 Content Left Section 6 Content Right Button Content Rail Content 1 Other offerings from Center for Financial Training Accounting (CFTA-0005) Analyzing Financial Statements (CFTA-0002) Business Communication (CFTA-0003) Business Math (CFTA-0018) Commercial Lending (CFTA-0006) Consumer Lending (CFTA-0007) Economics (CFTA-0008) Financial Accounting (CFTA-0022) Human Relations (CFTA-0009) Human Resource Management (CFTA-0025) View All Courses Page Content