Course

Course Summary
Credit Type:
Course
ACE ID:
DLCR-0037
Location:
Classroom-based
Length:
10 hours
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 1 Management, Organization Behavior, or Communication
Description

Objective:

The course objective is to move students to higher levels of customer service excellence through the application of consistent principles that build relationships and loyalty. The courses in this certificate program focus on developing a specific attitude of service, managing the expectations of the customer, and handling complaints in a way that creates opportunities.

Learning Outcomes:

  • Assess how attitude affects communication outcomes
  • Engage others by building rapport, asking pertinent questions, and listening
  • Use the 7 principles for setting expectations
  • Engage customers and build loyalty by using 5 best practices
  • Communicate professionally and confidently in business situations
  • Build customer relationships by using the 4 Drivers of Customer Service and 3 Customer Service Principles
  • Assess customer service attitudes to set goals for improvement
  • Develop and ask the right questions to gain insight into the customer experience
  • Leverage the Pygmalion effect in your customer service and sales settings
  • Hold crucial 'setting expectations' conversations with your customers
  • Exceed customer expectations by using 9 sure-fire approaches
  • Resolve customer complaints efficiently by following a consistent process
  • Transform complaints into additional sales and service opportunities

General Topics:

  • General customer service: attitudes for service and outstanding customer service
  • Customer expectations: managing customer expectations
  • Customer complaints: transforming customer complaints into opportunities
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Classroom Exercise
  • Discussion
  • Lectures
  • Practical Exercises

Methods of Assessment:

  • Examinations
  • Presentations
  • Written Papers

Minimum Passing Score:

70%
Supplemental Materials