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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.