BUS5450 - Customer Service

Course Description

Employers and supervisors identify quality customer service as required skills in their applicants and employees who are engaging their customers. This course covers the critical elements of service that brings customers back repeatedly to experience the quality treatment. Students will learn about being customer-focused, recognize internal and external customers of the company and identify what customers expect and appreciate. They will also get to define their own
personal vision of quality service and explore customer service as a company culture. Emphasis will be placed on specific skills such as communication, empathy, active listening, body language, non-verbal communication, telephone techniques, addressing difficult customers, dealing with challenging and assertive customers, conflict resolution, knowing when to contact Administration, problem solving, positive resolution, and more.

Learner Outcomes

• Understand what is customer service
• Develop a customer-centric mindset
• Identify when & where customer service occurs
• Recognize the need for customer service
• Appreciate creating satisfying experiences
• Develop curiosity, excitement and a sense of purpose