MKT 184 - Customer Service

Credits: 3
Lecture Hours: 3
Lab Hours: 0
Practicum Hours: 0
Work Experience: 0
Course Type: Voc/Tech

Designed to make students aware of the value and reliance that a company places on its Customer Service Representatives. Emphasis is placed on developing skills that enable students to effectively work with external as well as internal customers. Self-management techniques are also included to enhance the retention of a positive attitude in the workplace.
Competencies

Develop the “proper attitude” needed for working with external and internal customers.
1. Transmit a positive attitude with voice, body language, and enthusiasm
2. Be one step ahead and anticipate the needs of your customer
3. Learn the four basic needs: to be understood, to feel welcome, to feel important, and to feel comfortable
4. Develop active listening skills
5. Provide timely, complete, and tactful follow-up
6. Ability to keep your cool and manage stress
Recognize the Internal customer at the workplace
1. Build a professional reputation with coworkers
2. Deal with negative emotions
3. Adopt a good-neighbor policy
4. Maintain open lines of communication
Identify techniques to calm upset customers
1. Understand the issue and avoid assumptions
2. Paraphrase what has been said
3. Provide nonverbal communication
4. Recognize a variety of difficult personality types
Recognize the diversity issues in dealing with customer
1. Develop a sensitivity to the fact that everyone is unique
2. Comply with legal and moral responsibilities in serving customers with disabilities
3. Become aware of cultural diversity
4. Understand the need to treat customers as individuals
Explore the role of technology in the area of Customer Service
1. Demonstrate how to communicate effectively via email, internet, and facsimile
2. Understand the advantages and disadvantages of technology
3. Able to use technology ethically and with proper etiquette
4. Help customers overcome concerns regarding technology