Sep 23, 2020  
2016-2017 Catalog 
    
2016-2017 Catalog [PAST CATALOG]

BPA 135 - Customer Service

3 credit hours - Three hours weekly; one term.
Examines excellence in customer service as the competitive edge in today’s business environment. Students will analyze the characteristics of a model of good service as depicted by the latest developments in the marketing field, including the Service Triangle. They will then apply these principles by conducting a comprehensive customer service strategy. Customer communications, including handling complaints, are emphasized. Practical techniques for achieving customer satisfaction are integrated throughout the course.

Corequisite(s): BPA 125 .

Course Outcomes
Upon successful completion of this course, students will be able to:

  • Use the basic terminology in customer service today.
    • Define customer service and identify its key concepts
    • Define the legislation and regulatory agencies that impact customer service.
    • Identify the basics of a customer service plan
    • Discuss various customer service strategies used by large retailers
    • Define the basics of a telephone based customer service response plan.
    • Describe the impact of effective customer service on consumers
  • Discuss case studies related to successful customer service plans in use today.
    • Discuss the challenges of setting up an effective customer service policy for a company
    • Discuss some of the mistakes that other companies have made with their customer service policies
  • Describe the role that customer service programs play in a company’s success.
    • Identify the various types of customer service strategies
    • Discuss the pros and cons of the strategies
    • Discuss how consumer satisfaction impacts the overall mission of an organization.
Core Competencies
Core 1 Communication Core 3 Information Literacy Core 5 Self Management Core 8 Social and Civic Responsibility Core 9 Global Perspective Core 10 Innovative and Critical Thinking