| Searching Current Courses For Spring 2015 |
|
Course: |
MAR 160
|
|
Title: | Customer Service |
|
Long Title: | Customer Service |
|
Course Description: | Enables students to learn the relationship of self to customers, problem solve and understand the importance of communicating with customers. Specific emphasis is given to managing customer expectations by building customer rapport and creating positive outcomes. |
|
Min Credit: | 3 |
|
Max Credit: | |
|
Course Notes: | Created fall 2000 |
|
Origin Notes: | ACC |
STANDARD COMPETENCIES:
I. Explain the importance of customer service.
II. Demonstrate effective communication skill face-to-face, via telephone, email, etc.
III. Evaluate the impact of effective customer relationships and customer loyalty.
IV. Develop interpersonal communication skills.
V. Analyze Customer Service and how it relates to consumer behavior.
VI. Discuss social and cultural traditions/perceptions of customer service.
VII. Assess the causes of service breakdown and the recovery process.
VIII. Analyze customer service from the consumer perspective.
IX. Demonstrate the ability to meet challenges and changes in customer service.
TOPICAL OUTLINE:
I. Overview of Customer Service
II. Purpose and elements of a service culture
III. The communication process
IV. Customer Service and technology
V. Customer Service and behavior
VI. Enhancing customer relationships/loyalty
VII. Service recovery
VIII. The future of Customer Service
|
Arapahoe Community College |
ACC |
|
Community College of Aurora |
CCA |
|
Community College of Denver |
CCD |
|
Pikes Peak State College |
PPCC |
|
Red Rocks Community College |
RRCC |
|
Trinidad State College |
TSJC |
Skip to top of page