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Master Course Outline
BUS 102
Customer Service


Credits: 5
Clock Hours per Quarter: 50

AA Discipline:

Lecture Hours:50


Description
Review the many skills that make up effective customer service, including: customer behavior, determining customer needs, handling difficult customers, selling customer services, encouraging customer loyalty, and practicing service recovery. Formerly BA 102.

Intended Learning Outcomes
  • Explain the importance of customer service.
  • Develop 13 strategies for promoting a service culture.
  • Develop the ability to recognize and handle volatile situations.
  • Develop the ability to recognize the main type of customers you are likely to encounter.
  • Plan coping strategies for stress.
  • Determine actions to take when dealing with people from different cultures.

  • Course Topics
  • Customer Behavior
  • Attitude and Personal Approach with Customers
  • Resolving Customer Concerns
  • Recovering Customers
  • Communications Fundamentals
  • Customers Online

  • Syllabi Listing See ALL Quarters
    Course
    Year Quarter
    Item
    Instructor  
    BUS 102
    Spring 2014
    6054
    Emmalee Brice
    BUS 102
    Winter 2014
    0302
    Anne Nelson
    BUS 102
    Fall 2013
    0302
    Anne Nelson
    BUS 102
    Spring 2013
    6054
    Linda Lane
    BUS 102
    Spring 2012
    6054
    Linda Lane


    Two Year Projected Schedule

    Year One* Year Two**
    Fall
    Winter
    Spring
    Summer
    Mini 
    Fall
    Winter
    Spring
    Summer
    Mini
    X
     
    X
     
     
    X
     
    X
     
     

    *If fall quarter starts on an odd year (2003, 2005, etc.), it's Year One.
    **
    If fall quarter starts on an even year (2002, 2004, etc.), it's Year Two.