Course

Course Summary
Credit Type:
Course
ACE ID:
YRUP-0034
Organization's ID:
BUS 209
Organization:
Year Up
Length:
7 weeks (37 hours)
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 3 retail sales and operations
Description

Objective:

The course objective is to engage in a set of hands-on activities, where students will gain familiarity with foundational concepts, processes, and strategies that are used to successfully provide customer service experiences as part of a sales, customer support or business team; practice navigating customer engagement situations with the purpose of building rapport, identifying the needs/challenges of the customer, and researching and effectively communicating a solution to resolve the customer's issues, and gain an understanding of how to navigate engagements with challenging customer behaviors, and gain an understanding of when and how to escalate a customer issue.

Learning Outcomes:

  • articulate the purpose of customer service functions in an organization, common types of customer service roles, the team structures they operate in, and how different role types work with each other
  • articulate common indicators of effective customer service and the qualities of a successful customer service representative
  • utilize strategies for communicating effectively during phone and in-person interactions
  • utilize strategies for building rapport during customer service interactions
  • utilize strategies for effective written communication during customer interactions
  • utilize strategies, like empathy, for handling objections and responding to challenging customer behaviors, with resilience to bounce back and ensure high quality customer experience
  • leverage call scripts and utilize common call-handling techniques
  • utilize effective inquiry, problem solving, and researching techniques to understand a customer's needs, motivations, and challenges and translate customer needs into possible solutions
  • articulate how knowledge management systems and company websites / mobile apps are used to research and identify customer solutions
  • utilize strategies for communicating a solution to a customer to ensure they understand how the solution meets their need
  • utilize strategies for notetaking to quickly capture information on customer interactions that is relevant and helps with future interactions
  • differentiate between situations that require and do not require escalation to ensure escalation is appropriate and articulate common procedures for escalation
  • utilize strategies to meet and maintain customer service team goals and KPIs.

General Topics:

  • Introduction to customer service and customer service roles
  • Effective verbal communications, problem solving and notetaking strategies
  • Effective written communication strategies
  • Call scripts and effective call handling strategies
  • Researching solutions
  • Achieving customer service performance goals
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Case Studies
  • Classroom Exercise
  • Computer Based Training
  • Discussion
  • Laboratory
  • Learner Presentations
  • Lectures
  • Practical Exercises

Methods of Assessment:

  • Case Studies
  • Examinations
  • Performance Rubrics (Checklists)
  • Presentations
  • Quizzes
  • Written Papers

Minimum Passing Score:

70%
Supplemental Materials