Customer Service Skills

Course Number: BA 188
Transcript Title: Customer Service Skills
Created: April 3, 2015
Updated: July 16, 2019
Total Credits: 2
Lecture Hours: 20
Lecture / Lab Hours: 0
Lab Hours: 0
Satisfies Cultural Literacy requirement: No
Satisfies General Education requirement: No
Grading options: A-F (default), P-NP, audit
Repeats available for credit: 0

Prerequisites

WR 115 and RD 115 or equivalent placement test scores

Course Description

Introduces students to the concepts of customer service: Customer loyalty, principles of quality customer service, attitudes and habits that affect service, dealing with difficult customers, active listening to determine customer needs, effective communication and team work, and communication with a diverse customer population. Prerequisites: WR 115 and RD 115 or equivalent placement test scores. Audit available.

Intended Outcomes

Upon successful completion of this course, students will be able to:

  1. Create favorable impressions with customers and present a positive attitude
  2. Maintain a professional attitude even when handling difficult customers
  3. Work effectively as a member of a team to address customer needs
  4. Anticipate, prevent and solve problems and complaints posed by customers and demonstrate an understanding of customers’ needs
  5. Provide service to diverse customers, including those with different cultural backgrounds
  6. Recognize the causes and symptoms of stress, and apply self-care stress management exercises

Outcome Assessment Strategies

Assessment methods may include one or more of the following tools: tests, quizzes, out-of-class assignments, team activities, participation in class and online, and written/oral case studies/projects.

Course Activities and Design

The determination of teaching strategies used in the delivery of outcomes is generally left to the discretion of the instructor. Here are some strategies that you might consider when designing your course: lecture, small group/forum discussion, flipped classroom, dyads, oral presentation, role play, simulation scenarios, group projects, service learning projects, hands-on lab, peer review/workshops, cooperative learning (jigsaw, fishbowl), inquiry based instruction, differentiated instruction (learning centers), graphic organizers, etc.

Course Content (Themes, Concepts, Issues and Skills)

Introduction to Customer Service

  • Developing a Customer Centric mindset
  • Developing a customer friendly attitude
  • Team work to support exceptional customer service

Communication Skills

  • Presenting a professional image
  • Non-verbal communication skills
  • Verbal communication skills
  • Dealing with diverse customers and customers from different cultures

Working with Customers

  • Customer expectations
  • Styles for working with various types of customers and situations
  • Keys to calming upset customers
  • Accurately identify the problem
  • What to do when you are upset

Telephone and Internet Customer Service Skills

  • Active listening over the telephone
  • Email communication guidelines
  • Internet customer skills

Time and Stress Management Strategies

  • Taking control of your time
  • Time analysis and task prioritization
  • Stress, ┬áits causes and symptoms
  • Exercises to help with stress reduction