MKT 181 - Customer Service Stratagies

Credit(s) 2.00
Lecture Hours: 2.00
This course is designed to introduce students to the concept 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. No

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

Describe the major components of a customer-focused environment and the key elements of a service culture.
Recognize the four key behavioral styles and develop techniques to communicate more effectively with customers in each style category.
Identify ways to work effectively with customers from different backgrounds and perspectives.
Demonstrate effective verbal and nonverbal communication skills.
Develop techniques for dealing with difficult customers and identify the five phases of service recovery.
Identify key trends that will impact customer service in the future.