Course Course Summary Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: CED-0002 Organization's ID: B119 Organization: Collegis Education Location: Classroom-based Length: 45 hours Dates Offered: 2/1/2018 - 1/31/2021 12/1/2014 - 11/30/2017 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Lower-Division Baccalaureate 2 Customer Relations or Customer Service Description Section 3 Content Section 3 Content Left Section 3 Content Right Objective: The course objective is to understand the four tenants of customer loyalty and retention: customer service complaints, customer satisfaction, customer retention, and team building. Learning Outcomes: Identify excellent customer service Predict common areas of conflict and develop appropriate standard solutions Explain how negotiation can be used in customer service Select appropriate communication technology Compare key methods of customer communication Build and improve upon customer relations Design an incentive program for customers Identify the roles of leadership in customer service Implement programs for employee motivation Design methods for improving teamwork and building morale Recognize the benefit of good customer service and the impact of negative customer service on an organization Identify customer needs Assess customer service for quality Form policies to encourage customer loyalty Promote a company culture that fosters quality service General Topics: Customer service complaints, customer satisfaction, customer retention, and team building Instruction & Assessment Section 4 Content Section 4 Content Left Section 4 Content Right Instructional Strategies: Audio Visual Materials Case Studies Classroom Exercise Computer Based Training Lectures Practical Exercises Methods of Assessment: Performance Rubrics (Checklists) Quizzes Written Papers Minimum Passing Score: 80% 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 Page Content