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Master
Course Outline
BUS 102
Customer Service
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| Credits: 5 |
Clock Hours per Quarter: 150
AA Discipline:
Clinical Hours: 150
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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.
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Course Topics
Customer Behavior
Attitude and Personal Approach with Customers
Resolving Customer Concerns
Recovering Customers
Communications Fundamentals
Customers Online
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Syllabi
Listing
See ALL Quarters
| Course |
Year
Quarter
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Item
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Instructor |
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| BUS 102 |
Spring 2013 |
6054 |
Linda Lane |
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| BUS 102 |
Spring 2012 |
6054 |
Linda Lane |
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| BUS 102 |
Spring 2012 |
0302 |
Francis Lyons |
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| BUS 102 |
Winter 2012 |
6045 |
Linda Lane |
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| BUS 102 |
Winter 2012 |
0302 |
Francis Lyons |
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Two Year Projected Schedule
| Year
One* |
Year
Two** |
Fall |
Winter |
Spring |
Summer |
Mini |
Fall |
Winter |
Spring |
Summer |
Mini |
X
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X
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X
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X
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*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.
printable version
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