ADSA 1141 Customer Service

Description

Customer Service introduces the concepts, terminology, and best practices essential to delivering effective customer service. Students develop communication skills and examine behavioral and leadership styles that support positive customer interactions and long-term relationships. Emphasis is placed on fostering a customer-focused culture, identifying service challenges, and applying practical problem-solving strategies. The course also explores customer service in a diverse, global environment and examines how technology can be leveraged to enhance service delivery and contribute to organizational success.

Credits

2

Prerequisite

None

Corequisite

None

Topics to be Covered

1. Foundational customer service concepts (i.e., customer expectations, satisfaction, and retention)

2. Customer service challenges

3. Problem solving processes and strategies

4. Communication skills

5. Behavioral styles

6. Customer service challenges

7. Problem-solving processes and strategies

8. Leadership

9. Self-concept and motivation

10. Customer service in a diverse world

11. Technology in customer service

Learning Outcomes

1. Describe key concepts and terminology related to customer service

2. Examine and explain the relationship between communication and customer service

3. Use knowledge of behavioral styles to develop skills to interact with customer behaviors

4. Develop strategies to facilitate a customer-focused culture that builds rapport and customer relationships

5. Identify problems and challenges that may arise in customer service and apply critical thinking and problem-solving strategies to resolve or recover from them

6. Examine the effect of leadership styles on customer service and recognize the connection between leadership styles and employee self-concept and motivation

7. Evaluate customer service performance using metrics and feedback

8. Analyze the impact of customer service on customer satisfaction, customer retention, and organizational success

9. Examine customer service in a diverse world

10. Identify and describe ways technology can be used to support and enhance customer service

Credit Details

Lecture: 2

Lab: 0

OJT: 0

MnTC Goal Area(s): None