BUSN 127 - Customer Service

3 Credits: (3 lecture)

Course Description
This broad-based course covers issues facing customer service providers and managers. Emphasis is placed on the importance of striving for excellence in customer service. Topics covered include problem solving, coping with challenging customers, and customer service strategies for both traditional and virtual businesses.

Text
No text required.

Objectives
The student will be able to: 

A. Explain the purpose of customer service.  

B. Identify indicators of customer needs.  

C. Evaluate the customer service policy within an organization to determine strengths and weaknesses. 

D. Demonstrate effective customer service techniques in simulation/role-playing sessions. 

E. Communicate his/her philosophy of customer service in both oral and written format.

Content
A. Fostering positive attitudes  

B. How to recognize and deal with dissatisfied customers  

C. Exceeding customer expectations 

D. Using behaviors that win customer loyalty  

E. How to apply winning telephone, e-mail, and web site techniques  

F. Using written messages effectively 

G. Future directions of customer service:  the one-to-one customer 

Student Evaluation
The student’s final grade will be based on assignments, quizzes, role-playing exercises, and a final exam.