Sep 23, 2020
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 .
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 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