Course

Course Summary
Credit Type:
Course
ACE Course Number:
YRUP-0015
Organization Course Number:
BUS 201
Organization:
Location:
Classroom-based
Length:
7 weeks (37 hours)
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 3 Fundamentals Of Customer Service
Description

Objective:

The course objective is to develop the skills necessary to be a success and effective customer service provider; explore various customer service situations and develops an attitude of superior customer service; understand fundamentals of customer service, describe ideal characteristics of good customer relations, and apply them to realistic scenarios; develop and demonstrate proper use of grammar, spelling and punctuation as applied in successful business customer service; and examine what customer service is and isn't and identify how one can understand and provide good customer service.

Learning Outcomes:

  • Demonstrate professional communication skills via proper telephone etiquette
  • Utilize active-listening and problem-solving to satisfy customers' needs
  • Identify, diffuse and/or resolve conflict and challenging customer behaviors
  • Develop professional strategies and techniques to exceed customer expectations.
  • Identify the qualities of successful customer service representatives
  • Communicate effectively through both oral and written customer interactions

General Course Topics:

  • Professional etiquette
  • Interpersonal skills
  • Critical thinking
  • Problem solving
  • Customer service
  • Professional communication
  • Conflict management
Instruction & Assessment

Instructional Strategies:

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

Methods of Assessment:

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

Minimum Passing Score:

70%
Supplemental Materials