WNC Catalog 2008-2009: Business 118B
Course Description and Outline |
BUS 118B: Resolving Customer Complaints
| Credits |
0.5–3 |
| Schedule of Classes |
Summer 2008
Schedule History
(See when this course was offered over the last 3 years) |
| Academic Discipline |
Business
|
| Academic Division |
Business and Computer Technology |
| Prerequisites |
none |
| Transfer Information |
Courses with a 'B' Designator after the number: This course may apply toward a WNC degree or certificate program depending on the degree chosen and other courses completed. It may not transfer or apply to programs at four-year universities within Nevada (UNR, UNLV). In some cases, this course may transfer and apply to programs at two and four year colleges within Nevada and may transfer to out of state schools. For information about how this course may transfer or apply to your program of study, please contact a counselor. |
| Programs of Study |
This course can be found in the following programs of study:
|
2008-2009 | 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. |
| 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. |
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