Course Course Summary Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: YRUP-0030 Organization's ID: BUS 206 Organization: Year Up Location: Classroom-based Length: 7 weeks (37 hours) Dates Offered: 9/1/2016 - 4/30/2020 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Lower-Division Baccalaureate 2 Interpersonal Communications Description Section 3 Content Section 3 Content Left Section 3 Content Right Objective: The course objective is to develop key habits for communicating effectively with customers. Learning Outcomes: Connect with customers effectively by analyzing personal behavior and motivations Develop and implement techniques to build rapport with customers and prospective customers with intent to recover service and deepen relationships Communicate effectively with customers over the phone by implementing active listening techniques with customers and practicing asking the right questions to understand customer needs and motivations Manage challenging customer issues and develop techniques for overcoming objections Identify and implement techniques for communicating, recovering, and selling to customers and prospective customers with different communications styles Communicate effectively with customers in a sales and support context, namely setting up meetings, confirming meetings, documenting service recovery issues, and sending thank-you messages at appropriate engagement points General Topics: Building self-awareness Building rapport Knowing your customer Customer communication techniques Dealing with dissatisfied customers and difficult sales scenarios 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 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 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 Year Up BUS 101: Business Writing I (YRUP-0012) BUS 102: Business Writing II (YRUP-0013) BUS 103: Career Development and Interpersonal Relations (YRUP-0026) BUS 104: Email Communication Practicum (YRUP-0035) BUS 201: Introduction to Customer Service (YRUP-0015) BUS 202: Project Management I (YRUP-0022) BUS 204: Project Management II (YRUP-0023) BUS 207: Introduction to CRM Systems (YRUP-0031) BUS 209: Introduction to Customer Service (for Sales, Customer Support and Business) (YRUP-0034) Career Labs (YRUP-0033) View All Courses Page Content