General Information

• Name: Resolving Customer Complaints
• 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

Introduces students to the importance of recognizing, resolving and preventing customer complaints in the workplace. Focuses on development of constructive techniques to interact with customers who have complaints.
Note: Non-transferable for a NSHE baccalaureate degree. Non-applicable towards an AA or AS Degree.

II: Course Objectives

This course introduces students to the importance recognizing, resolving, and preventing customer complaints in the workplace. Focuses on development of constructive techniques to interact with customers who have complaints.

• Recognize the reasons customers complain.
• Identify the various types of customer complaint behaviors.
• Recognize the importance of viewing complaints as opportunities.
• Develop strategies to say "no" without losing a customer.
• Develop techniques to communicate with various types of customer behavior.
• Develop a process to resolve customer complaints.
• Recognize the importance of preventing customer complaints.

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 118B (Resolving Customer Complaints ) 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.