BT 178 - Customer Service

3 Credit(s)

Prerequisite(s): BA 131 or CIS 120 (formerly offered as CS120), and BT 101 or PSY 101, and BT 113 or WR 115 or designated placement.

Course Description: Introduces students to the concepts of exceptional customer service. In today’s highly competitive global marketplace, attracting and retaining customers is imperative for maximizing profits and the success of all businesses. Therefore, it is important for employees in all professions to develop the skills necessary to provide exceptional customer service. It is mandatory that customer service be considered from the top down within an organization. This course will include such topics as: customer loyalty; principles of quality customer service; service recovery; attitudes and habits that affect service; difficult customers; active listening to determine customer needs; effective communication; communication with a diverse customer population; hiring, motivating, and training service people; performance-enhancing feedback; and measurement of service performance.

Course Level: Career/Tech Preparatory

Course Learning Outcomes:

CLO#1: Explain the history and background of customer service and why it has become important in the global marketplace.
CLO#2: Define customer service and describe the internal and external customers.
CLO#3: Explain the role that exceptional customer service plays in maximizing profits and success of a business.
CLO#4: Identify principles of quality customer service.
CLO#5: Explain the importance of building customer loyalty.
CLO#6: Describe how to recover from a service failure or mistake.
CLO#7: Develop strategies to deal with difficult customers.
CLO#8: Determine customer needs, wants, and desires through active listening.
CLO#9: Communicate effectively with a diverse customer population (language, race, gender, religion, age, or disability). (ILO: Equity, Diversity, Inclusion and Global Consciousness)