BPA 135 - Customer Service

3 credit hours - Three hours weekly; one term.
Examine excellence in customer service as the competitive edge in today’s business environment. Design a comprehensive customer service strategy that positions a workplace to deliver exceptional customer service. Develop external communications to handle complaints and other service failures.

Note: Typically offered OL; fall and spring terms.

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

1. 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.

2. 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.

3. 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.