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 real-world examples to create a plan to become better service providers.
Billable Contact Hours: 3
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OUTCOMES AND OBJECTIVES
Outcome 1: Upon completion of this course, students will be able to explain elements of a service culture.
- 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.
- 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.
- 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.
- 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 (CDO)
• Communication: The graduate can communicate effectively for the intended purpose and audience.
• Critical Thinking: The graduate can make informed decisions after analyzing information or evidence related to the issue.
• Global Literacy: The graduate can analyze human behavior or experiences through cultural, social, political, or economic perspectives.
• Information Literacy: The graduate can responsibly use information gathered from a variety of formats in order to complete a task.
• Quantitative Reasoning: The graduate can apply quantitative methods or evidence to solve problems or make judgments.
• Scientific Literacy: The graduate can produce or interpret scientific information presented in a variety of formats.
CDO marked YES apply to this course:
Critical Thinking: YES
Global Literacy: YES
Information Literacy: YES
COURSE CONTENT OUTLINE
- The Customer Service Profession
- The Customer Service Environment
- The Positive Service Culture
- Customer Service Skills
- Verbal Communication Skills
- Non-Verbal Communication Skills
- Listening to the Customer
- Building and Maintaining Customer Relationships
- Customer Behavior Styles
- Service Breakdowns and Recovery
- Customer Diversity
- Using Technology in Customer Service
- Encouraging Customer Relationships and Loyalty
Official Course Syllabus - Macomb Community College, 14500 E 12 Mile Road, Warren, MI 48088
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