| | Searching Current Courses For Fall 2016 |
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Course: |
HVA 118
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Title: | Customer Soft Skills Training |
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Long Title: | Customer Soft Skills (Customer Services and Ethics) |
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Course Description: | Introduces the need for outstanding Customer Service Soft Skills. Teaches the student the proper steps that need to be taken to have good customer service skills, that will lead to a lasting relationship with the customer. |
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Min Credit: | 2 |
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Max Credit: | |
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Origin Notes: | PPCC |
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Course Notes: | New course entered 1/26/12 LK |
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STANDARD COMPETENCIES:
1. Demonstrate the need for great customer service in all we do.
2. Demonstrate what is needed to apply excellent customer service and how to maintain a lasting customer relationship.
3. Understand what our customers require in us and how we can accommodate our customers.
4. Helping our customer to recognize and appreciate excellent customer service.
TOPICAL OUTLINE:
I. Working with different generations
II. Examples of:
a. Bad service
b. Good service
c. Excellent service
III. Value of customers
IV. Better than selling principle
V. Emotional states and their effects
VI. Professionalism
VII. Keep customers coming back
VIII. Deal with angry & irate customers
IX. Rewarding customers
X. Communication skills
XI. Following up.
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Pikes Peak State College |
PPCC |
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