Customer Service in a Leadership Role

Catalog description

This course teaches managers how to be effective leaders and the skills to train and inspire frontline employees who are responsible for customer satisfaction. CRM 2100 Leadership in Customer Service (3 hours) This course focuses on leadership in the customer service industry including interpersonal relationships and team building. CRM 2200 Introduction to Retailing II (3 hours) This course is an overview of basic principles, concepts, and practices in the operation of retail organizations. It is a continuation of CRM 1200. CRM 2500 Professionalism in Customer Service (3 hours) This is the capstone course in customer relationship management. The course focuses on an applied approach to managing relationships to achieve maximum profitability and efficiency. CRM 3500 Customer Relationship Management (3 hours) This course develops the student’s understanding of the importance and value created by customer relations. Some of the concepts learned in this course include the impact of relationship marketing, its connection with technology, strategy cycles, and customer loyalty. CRM 3800 Customer Service (3 hours) Customer service is typically the defining factor in a customer’s decision to buy products and services or do business with an organization. Students will discover tips, techniques, and strategies for successfully interacting with a variety of customers in various situations and organizations. 114 | Bethel University Course Descriptions Catalog 2021-2022 CRM 4200 Services Management (3 hours) This course focuses on providing value to the customer in a services industry through management. By managing the customer experience, companies are taking a more active role in the way their business is perceived. Concepts learned in this course include service operations, competitive strategies, multiple stakeholders, and management of the customer experience. CRM 4600 Services Marketing (3 hours) This course emphasizes the implementation of a customer-centered marketing plan in service-based businesses. Service businesses make up an ever-growing segment of the economy and students will learn important marketing strategies to incorporate in order to retain customers. Taught with a managerial focus, some of the concepts taught in this course include service innovation, service delivery, integrated marketing communications, and the financial side of service. economics ECO 1000 Introduction to Economics (3 hours) This course is a broad overview of macro and micro economics in market and non-market economies. english ENG 1011 Composition I (3 hours) The course introduces students to the fundamentals of written discourse. It focuses on developing writing skills emphasizing organization, usage, grammar, gathering of information, and expository essays. Students cannot receive credit for both ENG 103 and ENG 1011. A grade of “C” or better is required. ENG 1021 Composition II (3 hours) An introduction to more advanced techniques of composition through the study of literature. The analysis of literature serves as topics for discussion, study, and writing. Students cannot receive credit for both ENG 113 and ENG 1021.