INFO 1010 - Customer Service Skills

4.5 Credits

Students learn the importance of customer service satisfaction and the functions of customer relations systems. Students apply the soft skills needed to provide effective customer service and support in a variety of business environments.

Recommended: Level 1 English course

Lecture Hours: 4.5
Lab Hours: 0.0
Internship Hours: 0.0
Clinical or Practicum Hours: 0.0

Course Objectives

Define customer service and factors impacting the service sector.
Describe the five needs of every customer and the levels of expectations.
Apply communication skills and techniques to enhance service in a variety of formats including verbal, electronic, and written communication.
Define the four steps in the listening process and characteristics of a good listener.
Identify the four key behavioral styles and the roles they play in customer service.
Explain the six steps of the problem-solving model.
Identify different types of difficult customers and strategies for preventing customer dissatisfaction.
Identify factors that make people diverse and actions for dealing with various types of people.
Describe the behaviors that win customer loyalty and retain customers.

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