Customer Service Essentials

Catalog description

This course is intended to teach students to identify internal/external customers, develop verbal, nonverbal, and listening communication skills, develop problem-solving techniques, and ways of adding value to a customer interaction. Additionally, students will examine how technology and social media impacts customer service, examine the impact of service breakdowns, and examine campaigns for customer loyalty. Students will develop the ability to lead and expand the customer service process, learn techniques for dealing with unhappy customers, and build skills for analyzing and prioritizing customer needs. The course will utilize MS Outlook as a business communication tool.