10145189Customer Relations
Course Information
Description
This course examines the general state of customer service in organizations for both internal and external customers. Students will explore 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. Students also will create professional cover letters and resumes. Emphasis is given to the fundamentals of grammar, spelling, sentence structure and paragraph development.
Total Credits
2
Course Competencies
  1. Explore the basics of customer service
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    define customer service
    identify the changes that have influenced customer service
    recognize the factors responsible for a shift to service culture
    list major components of a customer-focused environment
    explain how some companies are addressing the changes impacting the service sector

  2. Explore how to contribute to the service culture
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    explain the elements of a service culture
    describe the job responsibilities of a typical service provider
    realize that service delivery is similar in large and small organizations
    recognize customer-friendly systems
    implement strategies for promoting a positive service culture

  3. Explore positive verbal communication
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    discover how to help ensure positive customer interactions in the workplace
    recognize the elements of effective two-way interpersonal communication
    project a professional customer service image
    avoid language that could send a negative message and harm the customer relationship
    provide effective feedback
    illustrate how to deal assertively with others

  4. Explore non verbal communication
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    define nonverbal communication
    recognize the potential impact on customers of nonverbal communication
    use nonverbal cues to effectively achieve and improve customer satisfaction
    explain the effect of gender and culture on communication
    describe the advantages of customer-focused behavior
    project a customer-focused image through the effective use of nonverbal cues

  5. Illustrate how to listen to the customer
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    describe the steps in the listening process
    gather and provide information in customer contact situations
    recognize internal and external obstacles to effective listing
    develop strategies to improve your listening ability
    create relationships with customers through effective listening

  6. Explore customer service and behavior
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    recognize key behavioral styles and the roles they play in customer service
    use techniques to interact with various customer behavioral styles
    use strategies for communicating effectively with customers
    interpret customer nonverbal cues effectively on the basis of behavioral styles
    respond to customer problems effectively

  7. Explore customer service in a diverse world
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    recognize differences
    develop a sensitivity to the fact that we are all unique
    rationalize the need to treat customers as individuals
    determine actions for dealing with various types of people
    identify factors that make people diverse and techniques to better serve them
    comply with legal requirements in assisting customers with disabilities
    identify strategies to serve all customer groups effectively

  8. Explore customer service via technology
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    investigate the extent to which customer service is facilitated by the use of technology
    use technology to enhance service delivery capabilities
    communicate effectively via email, the Internet, and other technologies
    deliver quality service through effective telephone techniques
    recognize the impact of verbal cues during telephone conversations
    send and receive messages via voice mail

  9. Explore how to encourage customer loyalty
    Assessment Strategies
    completing chapter activities
    answering review questions
    searching the web
    role-playing
    Criteria
    establish and maintain trust with customers
    identify characteristics that enhance customer loyalty
    recognize the provider's responsibility for establishing and maintaining positive customer relations
    help customers feel important
    select strategies to enhance customer satisfaction and build loyalty
    deal assertively with others