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.

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 (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:
Communication: YES
Critical Thinking: YES
Global Literacy: YES
Information Literacy: YES
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
Johnson, Elise
Dean
Balsamo, Michael

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