10106164Customer Contact Skills
Course Information
Description
Develop a foundation in customer service knowledge and skills through inquiry and analysis of internal and external customers, verbal, and nonverbal communication, listening techniques, critical thinking and problem-solving, as well as adding value to customer service interactions. Focus on the impact of technology on customer service, analyze service breakdowns and recovery, examine customer loyalty programs, and explore the diverse customer base within our global economy.
Total Credits
2
Prior Learning Assessment
  • Experiential-Portfolio
  • Transfer Credit (includes Certifications)
Course Competencies
  1. Evaluate foundational customer service components.
    Assessment Strategies
    Written product, scenario or quiz
    Criteria
    Explain the role of customer service and its importance.
    Discuss customer service components using key terms.
    Integrate components of customer service into various situations.

  2. Evaluate organizational factors that impact customer service.
    Assessment Strategies
    Written product, scenario or test
    Criteria
    Explore various service culture components and their impact on the organization.
    Evaluate mission, vision, or purpose statements and their impact on service culture.
    Evaluate what customers want.
    Integrate components of customer service into various situations.

  3. Develop communication and listening skills to effectively serve customers.
    Assessment Strategies
    Written product, scenario or test
    Criteria
    Evaluate verbal communication skills and their impact on the customer interaction.
    Utilize verbal communication skills to improve communication.
    Evaluate nonverbal skills and their impact on the customer interaction.
    Utilize nonverbal communication skills to improve communication.
    Evaluate listening skills and their impact on the communication process.
    Utilize listening skills to improve communication.
    Integrate components of customer service into various situations.
    Meet minimum guidelines as specified by instructor.

  4. Apply techniques to build and repair customer relationships.
    Assessment Strategies
    Written product, scenario or test
    Criteria
    Evaluate behavior styles to find effective ways to work with various types of customers.
    Apply techniques to successfully work with diverse customer behaviors and situations.
    Determine effective service recovery methods using appropriate techniques.
    Identify specific strategies and actions to de-escalate and/or resolve conflict.
    Incorporate components of customer service into various situations.

  5. Determine effective strategies for working with a diverse customer base.
    Assessment Strategies
    Written product, scenario or test
    Criteria
    Discuss various types of diversity.
    Evaluate techniques to work with a diverse group of customers.
    Use non-alienating language, respectful of differences.
    Integrate components of customer service into various situations.

  6. Evaluate the impact of technology on customer service.
    Assessment Strategies
    Written product, scenario or quiz
    Criteria
    Investigate effective uses of technology used to maintain and enhance customer relationships.
    Evaluate advantages and disadvantages of technology.
    Discuss technology advances and their impact on customer service.
    Integrate components of customer service into various situations.

  7. Evaluate techniques to build customer loyalty and to retain customers.
    Assessment Strategies
    Written product, scenario or quiz
    Criteria
    Discuss the benefits of customer loyalty.
    Identify factors to increase customer loyalty to help retain customers.
    Develop strategies to build customer loyalty and retain customers.
    Integrate components of customer service into various situations.

  8. Apply customer service skills in a practical application.
    Assessment Strategies
    Written product final report, video, or presentation
    Criteria
    Apply customer service skills to develop a practical, hands on customer service application.