BA 160 - Customer Service

5 credits

Corequisites
Eligible for ENGL& 101 or concurrent enrollment in ENGL 095 or ENGL 104.

In this course, students will learn the importance of frontline resourcefulness in providing superior customer service. Students will develop essential skills in understanding the customer, dealing with the angry customer, processing complaints in a positive manner, and the practical aspects of building customer relationships through total quality service.

Course Outcomes
Analyze factors that impact the service sector, enhance customer satisfaction, and encourage customer loyalty.

Practice effective communication skills and identify strategies for promoting a positive service culture.

Identify various customer behavioral styles and develop strategies to respond to each style.

Assess service breakdowns and problem solve strategies for dealing with unsatisfied customers.