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

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

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.