MKT 181 - Customer Service Strategies

Credit(s) 2.00
Lecture Hours: 2.00
This course is designed to introduce students to the concepts of customer service and to help them learn the skills and techniques necessary to provide excellent service to the internal and external customers of the organization for which they work. These skills are vital for every job since identifying and satisfying customer needs is an essential part of every business organization.

SLOs:
Upon successful completion of this course students will be able to:

The students will learn the major components of a customer-focused environment and the key elements of a service culture.
Students will be able to recognize the four key behavioral styles and develop techniques to communicate more effectively with customers in each of the style categories.
Students will be exposed to the concept of diversity and will develop strategies for working effectively with customers from diverse groups.
Throughout the course, the importance of verbal and nonverbal communication skills is emphasized.
In addition, students will develop techniques for dealing with difficult customers and will learn the five phases of service recovery.
In order to be better prepared for the future, students will identify key trends that will impact customer service in the years to come.