MARK 102 Customer Service

This course examines the techniques and processes to create a company-wide customer service environment. Students will sharpen their skills in the areas of critical thinking, acquiring and retaining customers, and developing a service-oriented mindset, ensuring customer satisfaction, diffusing unsatisfactory situations and excelling in communication

Credits

5

Distribution

Career Training

Offered

Fall, Spring

Outcomes

1. Assess the quality level of customer service provided in real world situations, or established scenarios, and develop sustainable related improvement plans
2. Define and explain customer service for both internal and external customers
3. Break down the communication process and explain how developing excellent communication skills can build trusting and productive relationships
4. Explain Maslow's Hierarchy of Needs and how this theory may be used to better understand consumer behavior and expectations
5. Develop strategies to build relationships with customers that lead to enhanced loyalty and profitability
6. Demonstrate problem solving methods designed to strengthen customer relations and recover from faulty customer service
7. Assess the customer service challenges and opportunities presented by global operations, and technological changes creating new customer service delivery methods

Field Based Experience

0