BCT 118: Customer Relations Management

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Class Program

Business Computer Technology

Credits

Clinical Hours None

Weekly Contact Hours

Course ID

092355

Meets Degree Requirements For

Restricted Elective

Description

Develop skills for providing superior customer service in an increasingly diverse world. Specific techniques will be covered that will result in improved communications with customers and customer satisfaction.

Grading Basis

Graded

Course Learning Outcomes

Articulate the rationale and reasoning for providing excellent customer service.

Discuss societal factors affecting customer service in a global economy.

Describe elements of quality customer service delivery.

Identify and apply techniques for effective communication and listening skills.

Apply strategies for building and maintaining relationships with customers.

Implement strategies for preventing customer dissatisfaction.

Identify problem solving tools for achieving positive customer outcomes.

Apply effective techniques for keeping difficult situations from escalating.

Utilize applicable tools to evaluate and measure customer feedback

Core Topics

Goals of customer service
Elements of a positive service culture
Societal factors affecting customer service in a diverse world
Customer behavior
Effective verbal and nonverbal communication and listening skills
Techniques to build and maintain positive customer relationships for retaining and increasing customers
Service breakdowns and finding solutions to problems
Ethics and professional conduct