MRKT 1610 - Customer Service

4.5 Credits

Students learn soft skills and self-management skills needed to provide effective customer service and support in all business environments.

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

Course Objectives

Discuss the importance of attracting, satisfying, and preserving loyal customers.
Describe the characteristics and benefits of active listening.
Use proven techniques to handle irate, difficult, and demanding customers.
Determine effective methods to assess customer satisfaction, expectations, and wants.
Identify areas that will provide the best opportunities to anticipate needs and exceed customer expectations.
Identify and utilize individual behaviors that impact customer service.
Recognize the impact of management functions in creating and sustaining a customer service strategy.
Recognize and demonstrate effective characteristics of electronic communication.
Define the characteristics of effective written correspondence.
Recognize common paradigm shifts that affect marketing and customer service.

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