General Information

• Name: Customer Service
• Discipline: Business (BUS)
• Units (Credits): 0.5–3
• Schedule History: See when this course was offered over the last three years.
• Transfer Information: Courses with numbers 100 to 299: This course is designed to apply toward a WNC degree and/or transfer to other schools within the Nevada System of Higher Education, depending on the degree chosen and other courses completed. It may transfer to colleges and universities outside Nevada. For information about how this course can transfer and apply to your program of study, please contact a counselor.
• Academic Division: Social Science, Education, Humanities & Public Service
• Prerequisites: None

Course Outline

I: Catalog Course Description

Presents the foundations required for developing skills and knowledge to work effectively with internal and external customers.
Note: Non-transferable for a NSHE baccalaureate degree. Non-applicable towards an AA or AS Degree.

II: Course Objectives

This course presents the foundations required for developing skills an knowledge to work effectively with internal and external customers.

• Define customer service.
• Describe job responsibilities of a typical service provider.
• Recognize positive verbal communication and the importance of communication in customer service.
• Develop strategies to improve listening ability.
• Recognize behavioral styles and roles in customer service.
• Communicate effectively via e-mail, the internet, and facsimile.
• Deliver quality service through effective telephone techniques.
• Use problem-solving approach in handling difficult customer situations.
• Determine actions for dealing with diverse customers.
• Identify leading causes of stress in the customer service environment.
• Recognize the need for effective time management.
• Select strategies to enhance customer loyalty.
• Identify strategies for preventing customer dissatisfaction.

III: Course Linkage

Linkage of course to educational program mission and at least one educational program outcome.

This class meets a requirement of the following: Customer Service Certificate of Achievement and Customer Service Certificate of Completion.

BUS 112B (Customer Service) addresses Student Learning Outcomes:

1. know the subject matter appropriate to the emphasis of the degree.

2. have developed managerial and personal skills essential to the current business environment.