MKTG 1810 - Customer Service

Credit Hours: 3.00

Prerequisites: MKTG 1010

How employees treat customers can make or break a business. This course will identify and develop the customer service skills crucial to success in today’s workplace. Students will analyze their customer service skills and use realworld examples to create a plan to become better service providers.

Contact Hours: 3
Billable Contact Hours: 3

OUTCOMES AND OBJECTIVES
Outcome 1: Upon completion of this course, students will be able to explain elements of a service culture.

Objectives:

Define customer service.
Identify societal factors that have influenced customer service.
Recognize real-world, customer-focused service providers.
Identify customer needs in relation to service.

Outcome 2: Upon completion of this course, students will be able to identify crucial customer service skills.

Objectives:

Explain the importance of effective verbal communication and feedback.
Recognize and identify non-verbal communication strategies.
Develop strategies to improve listening in the workplace.

Outcome 3: Upon completion of this course, students will be able to identify strategies to build positive customer relationships.

Objectives:

Identify customer behavioral styles and appropriate responses and strategies to manage those relationships.
Compare and contrast strategies for preventing and recovering from service breakdowns.
Determine actions for dealing with a diverse customer population.
Describe ways technology enhances service delivery and how employees can use technology in the workplace effectively.
Discuss ways to encourage customer loyalty through customer service and trust.

Outcome 4: Upon completion of this course, students will model and demonstrate relationship-building customer service skills.

Objectives:

Evaluate customer service skills currently held.
Design a positive customer service encounter.
Demonstrate a positive customer service encounter, given a scenario.
Evaluate and analyze customer service skills demonstrated, given a scenario.
Develop a plan to personally improve customer service skills.

COMMON DEGREE OUTCOMES
(Bulleted outcomes apply to the course)

1. The graduate can integrate the knowledge and technological skills necessary to be a successful learner.

2. The graduate can demonstrate how to think competently.

The graduate can demonstrate how to employ mathematical knowledge.

4. The graduate can demonstrate how to communicate competently.

5. The graduate is sensitive to issues relating to a diverse, global society.

COURSE CONTENT OUTLINE

The Customer Service Profession
1. The Customer Service Environment
2. The Positive Service Culture
Customer Service Skills
1. Verbal Communication Skills
2. Non-Verbal Communication Skills
3. Listening to the Customer
Building and Maintaining Customer Relationships
1. Customer Behavior Styles
2. Service Breakdowns and Recovery
3. Customer Diversity
4. Using Technology in Customer Service
5. Encouraging Customer Relationships and Loyalty

Primary Faculty
Doll, Monique
Secondary Faculty
Rice, Joe
Associate Dean
Evans-Mach, Patrick
Dean
Balsamo, Michael

Official Course Syllabus - Macomb Community College, 14500 E 12 Mile Road, Warren, MI 48088