BUSN 106 - Customer Service

PREREQUISITES: Demonstrated competency through appropriate assessment or earning a grade of “C” or better in ENGL 083 - Reading Strategies for College and ENGL 093 - Introduction to College Writing, or ENGL 095 - Integrated Reading and Writing or ENGL 075 - Co-Requisite Integrated Reading & Writing.
PROGRAM: Business Administration
CREDIT HOURS MIN: 3
LECTURE HOURS MIN: 3
DATE OF LAST REVISION: Summer, 2019

Course focuses on the importance of providing superior customer service to the organization as well as the customer service representative. Fundamental customer service techniques applicable to a variety of situations are presented.

MAJOR COURSE LEARNING OBJECTIVES: Upon successful completion of this course the student will be expected to:

Recognize the importance of a positive service culture in retaining customers (customer loyalty).
Identify techniques for treating internal and external customers in ways that meet or exceed those customers’ expectations.
Recognize how diverse cultures and global business affect customer service practices.
Explain the role of privacy in building and maintaining customer relationships.
Discuss the importance of cooperating with members of the organizational team in order to be a good customer.
Demonstrate proper verbal and nonverbal communication skills for varying customer interactions when communicating face-to-face, via telephone calls, email, social media, and other web-based communication.
Identify the proper communication channel for varying customer interactions and the role of technology in customer service.
Practice ways to deal with upset customers using a positive attitude to contribute to successful resolution.
Interpret service breakdown situations and discuss possible ways to prevent them.

COURSE CONTENT: Topical areas of study include -

The role of customer service
Fostering positive attitudes
Growth of the service culture
Service breakdowns and recovery
Listening skills
Customer service in a diverse world
Interpersonal communication skills
Retaining customers
Customer expectations
Verbal and non-verbal communication skills
Customer behavior and loyalty
Customer satisfaction strategies
Organizational culture
Customer service via technology

Course Addendum - Syllabus (Click to expand)

Costs

Payments

BUSN 106 - Customer Service