10104185Customer Service Management
Course Information
Description
This course examines the general state of customer service in organizations for both internal and external customers. Explores how a business can enhance their competitive position by adopting and implementing a variety of service initiatives. Topic areas range from practicing necessary customer service skills, such as communication, listening and conflict management to discussing service strategies used by top companies.
Total Credits
3
Course Competencies
  1. Explore process thinking including internal and external customers
    Assessment Strategies
    on a written exam
    by completing a written assignment
    Criteria
    you explain the concepts of internal and external customers
    you explore the importance of internal and external customer related to organizational success
    you create a process map
    you explore the complexity of organizational relationships
    written assignment includes a description of internal and external customers
    written assignment includes examples of internal and external customers
    written assignment includes a definition of service
    written assignment includes lists with explanations of societal factors affecting customer service

  2. Analyze best practices in customer service
    Assessment Strategies
    on a written exam
    by completing a written assignment
    by participating in a team presentation
    Criteria
    you summarize key themes among best customer service practices
    you analyze best customer service practices
    team presentation includes a clarification of innovative customer service strategies
    team presentation includes a critical analysis of service strategies
    team presentation includes links between innovative strategies and organizational success
    team presentation includes a minimum of one audio-visual technique
    team presentation includes main points that are clear and concise
    delivery of presentation holds audience attention
    you are energetic and enthusiastic

  3. Explore service from a customer perspective
    Assessment Strategies
    on a written exam
    by completing an analysis of a film
    by completing an independent study project
    Criteria
    you examine how bad/good service affects customers
    you explore how organizational systems contribute to service level
    you analyze organizational systems, policies, and procedures
    you develop recommendations regarding organizational policies and procedures designed to leverage excellent customer service
    you view a view on custormer service in health care
    film analysis includes how patients were viewed in the film
    film analysis includes an analysis of the role of the service provider
    film analysis includes an analysis of the role of health care in customer service
    film analysis includes lists of strategies for delivering bad news to customers
    film analysis includes a summary of personalized service
    film analysis includes summaries of overall lessons about customers, service and communication
    independent study project includes an analysis of how on-line customer service works
    independent study project includes an analysis of how face-to-face customer service works
    independent study project includes a critical comparison of electronic and face-to-face customer service
    independent study project includes a list of recommendations for improving the case study organization

  4. Discover the role of assumptions in customer service
    Assessment Strategies
    on a written exam
    by completing a written assignment
    by participating in in-class activities
    Criteria
    you identify personal assumptions and bias
    you examine how personal bias and assumptions affect how the customer is served
    you explain Ladder of Inference
    you identify strategies for dealing with personal bias and assumptions
    written assignment includes a personal reflection on situations when bias and assumptions have impacted your ability to service customers
    written assignment includes an explanation of the listening process
    written assignment includes a list of strategies for effective, active listening
    in-class activities include an explanation of how bias/assumptions are formed
    in-class activities include the identification of strategies and tools for acknowledging and examining personal bias/assumptions
    in-class activities include a discussion on how bias and assumptions impact customer service

  5. Explore communication strategies
    Assessment Strategies
    on a written exam
    by completing a written assignment
    by participating in in-class activities
    Criteria
    you examine personal listening skills
    you explain active listening behaviors
    you explore concept of paraphrasing
    you examine interpersonal communication process
    you summarize elements of good interpersonal communication
    you explore personal communication style
    you develop strategies for effective interpersonal communication
    you explore concept of Power Talking
    written assignment includes an explanation of how the interpersonal communication model works
    written assignment includes strategies for positive communication
    written assignment includes an explanation of role body language plays in communication
    written assignment includes an identification of nonverbal behaviors that you may need to improve
    in-class activities include an identification your own personal communication style
    in-class activities include engaging in paraphrasing practice exercise
    in-class activities include engaging in the active listening case

  6. Investigate conflict management strategies
    Assessment Strategies
    on a written exam
    by completing an analysis of a film
    by participating in a team presentation
    by participating in in-class activities
    Criteria
    you explain both positive and negative aspects of conflict
    you examine behaviors that escalate conflict
    you explore behaviors that de-escalate conflict
    you examine personal conflict management style
    you develop strategies for managing conflict with customers
    film analysis includes a list of behaviors that escalate conflict
    team presentation includes innovative strategies for managing conflict
    team presentation includes one audio / visual technique
    team presentation includes main points that are clear and concise
    delivery of presentation holds audience attention
    you are energetic and enthusiastic
    in-class activities include the identification of your personal conflict management style
    in-class activities include the identification of personal conflict management technique improvements

  7. Explore leadership techniques that promote customer service
    Assessment Strategies
    on a written exam
    by completing a written assignment
    by completing an analysis of a film
    Criteria
    you explore the role of leadership in various organizations and its impact on customer service
    you examine the concept of empowerment and its impact on customer service
    you explore the characteristics of empowered organizations
    you explore decision making in empowered organizations
    written assignment includes a description of decision making in an empowered workplace
    written assignment includes an analysis of leadership's role in an empowered workplace
    written assignment includes a description of information sharing in an empowered workplace
    written assignment includes a definition of empowerment
    film analysis includes a summary of case studies outlined in the film
    film analysis includes a description of strategies for building empowerment

  8. Discover methods for gathering input from customers
    Assessment Strategies
    on a written exam
    by participating in a team presentation
    by participating in in-class activities
    Criteria
    you explore how to ask open-ended, non-leading questions
    you explain the purpose of interviewing a customer
    you explore the importance of language use when gathering information from customers
    you examine the role of body language
    you explain the purpose of Voice of Customer translation
    team presentation includes information on innovative customer research methods
    team presentation includes a critical analysis of research methods
    team presentation includes links between customer research and organizational success
    team presentation includes a minimum of one audio-visual technique
    team presentation includes main points that are clear and concise
    delivery of presentation holds audience attention
    you are energetic and enthusiastic
    in-class activities include an explanation of the Voice of the Customer Table technique
    in-class activities include a complete Voice of the Customer Table for the case study organizations presented in class

  9. Explore customer satisfaction, loyalty and retention
    Assessment Strategies
    on a written exam
    by completing an analysis of a film
    by completing a written assignment
    by participating in in-class activities
    Criteria
    you examine societal factors that impact loyalty and retention
    you analyze the relationship between customer satisfaction and loyalty
    you explore current literature on customer loyalty
    you examine strategies for building customer loyalty
    you explain the Kano Model and how it links to customer loyalty
    film analysis includes explanation of strategies for building customer loyalty
    film analysis includes a summary of techniques used by case study organizations highlighted in the film
    written assignment includes a list of statistics on customer loyalty
    written assignment includes an explanation of lifetime value of customers
    written assignment includes an examination of the role of trust regarding customer loyalty
    written assignment includes an explanation of the service recovery model
    written assignment includes a personal reflection on your loyalty as a consumer
    written assignment includes a summary of societal factors that affect loyalty
    in-class activities include an explanation of Kano Model
    in-class activities include creating Kano Model for case study discussed in class
    in-class activities include the exploration of the relationship between customer satisfaction and loyalty

  10. Explore links between course topics and real life customer service situations
    Assessment Strategies
    on a written exam
    by participating in a team presentation
    Criteria
    you explain how customer service strategies can solve a real life problem
    you summarize how customer service strategies are applied to a real customer service problem
    you explain how customer service strategies contribute to organizational success
    team presentation includes team presentation includes the use of course topics to solve customer service problems
    team presentation includes links between course topics and organizational success
    team presentation includes the use of a minimum of one audio-visual technique
    team presentation includes main points that are clear and concise
    delivery of presentation holds audience attention
    you are energetic and enthusiastic