BT 178 - Customer Service

3 Credit(s)

Prerequisite(s):

WR 115 or higher-level writing course

WR 115Q as required

BA 120 or PSY 101

Course Description: This course introduces essential principles of exceptional customer service in today’s competitive global market. Topics include customer loyalty, service quality, recovery strategies, managing difficult customers, active listening, and effective communication with diverse groups. Students will also learn about giving constructive feedback, and measuring service performance-key skills for building customer relationships and supporting business success.

Course Learning Outcomes:

CLO#1: Explain the role that exceptional customer service plays in maximizing profits and success of a business.
CLO#2: Develop strategies to deal with service failures, mistakes, or difficult customers.
CLO#3: Explain the benefits of communicating effectively with a diverse customer population. (ILO: Equity, Diversity, Inclusion and Global Consciousness)

ACTI Code and Course Type
210 Career / Tech Preparatory

Length of Course:
A required state minimum of (30) and a standard RCC delivery of (33) lecture hours per term, not to exceed (36) hours per term.