BT 181 Customer Service

Learn basic concepts of high-quality customer service and practice applying these concepts to real life situations. This course focuses on developing an attitude of superior customer service both as a front line employee, as well as a manager of these employees. You will learn how to develop a customer service culture which is critical to success in all organizations.

Credits

4

Course Learning Outcomes

Upon successful completion of this course, the student will be able to:
1. Define what Customer Service is, and understand the importance of providing outstanding customer service
2. Develop a customer service ethic and the importance of customer satisfaction in an entities success
3. Be able to identify internal and external customers and understand their unique roles as consumers
4. Learn general communication skills, such as the importance of first impressions, body language
5. Learn effective customer service-related telephone skills and etiquette
6. Learn effective customer service-related written communication skills
7. Be able to clarify customer needs, respond appropriately, and deal with difficult customers