BSNS-8006 Customer Service

Prerequisites None
Become a superior customer service representative. Examine customer interaction and the traits of top organizations. Explore ways to add value to every transaction along with the best practices used to create loyal, life-long customers. Text required.

Contact Hours: 12

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Learning Outcomes

Understand the role of customer service in business success and the individual impact on service.
Recognize hidden customer service messages, positive and negative.
Realize how to turn upset customers into life-long customers.
Comprehend today’s best practices in delivering superior customer service.

Topics

The 8 Great Traits of Superior Customer Service.
The five things you never tell a customer.
Customer service impact on the buying cycle.
Is the customer always right?
Internal and external customer service.
Six steps to handling customer complaints.

Activities/Resources

Interactive discussion of topics.
Experiential learning methods.
Video.

Evaluation
Students will confidentially evaluate this course by completing the Student Evaluation of Class form distributed at the last class session.

Successful Completion
The instructor will evaluate the student’s skills learned using participation, attendance, feedback, testing where appropriate, and projects completed. 75% attendance is required (3 out of 4 classes); 100% attendance is recommended since no special arrangements will be made for missing class. Upon successful completion, this class will appear on the student’s Macomb Community College non-credit transcript. Students may request the Administrative Assistant Professional certificate from the program coordinator once all five required classes have been completed.

Textbook
Procedures & Theory for Administrative Professionals, 7th Edition, by Patsy Fulton-Calkins, PhD, and Karin M. Stultz, MAE.

ISBN: 9781111575861

Workforce & Continuing Education - Macomb Community College, 14500 E 12 Mile Road, Warren, MI 48088