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 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



 Course Offered At:

  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
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Release: 8.5.3