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Home > News > New Class

New Class: Basic Customer Service

BSAD C099: Basic Customer Service

UPCOMING OFFERING

Start Date: March 13, 2006
End Date: May 10, 2006
Days: M/W
Times: 6:30-8:33 pm
Location: (this course offered via iTV)
  LRC 733 (IWV-Ridgecrest)
  KRV 10 (KRV-Lake Isabella)
  CRN 33308 @ Ridgecrest (IWV campus)
  CRN 33309 @ Lake Isabella (KRV campus)

CATALOG COURSE DESCRIPTION

This course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems.

STUDENT LEARNING OUTCOMES

Upon successful completion of the course, the student will be able to

  1. Distinguish and compare the different types of customers, the importance of customer service, communicating and building rapport with customers, and exceeding customer expectations
  2. Develop and demonstrate customer service skills. Define the levels of quality customer service and methods of solving customer service problems.
  3. Evaluate the causes for customer dissatisfaction and methods for dealing with customers who are either angry or upset.
  4. Describe the importance of effective communication; identify the importance of interpersonal communication including quality service on the telephone and email messages.

DETAILED TOPICAL OUTLINE

  1. Customer service fundamentals (A)
    1. Customer service and customers
    2. Customer interaction
    3. Customer expectations
  2. Customer service skills (B)
    1. Attitude and attention
    2. Quality of service
    3. Problem resolution
  3. Customer management (C)
    1. Dissatisfied customers
    2. Angry customers
    3. Upset customers
    4. Stress in service situations
  4. Customer communication (D)
    1. Communication fundamentals
    2. Interpersonal communication
    3. Telephone skills
    4. Email etiquette

       

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Last updated February 21, 2006