BPA 135 - Customer Service Management

3 credit hours - Three hours weekly; one term.
Examine excellence in customer service as a competitive edge in today’s business environment. Learn how companies design and implement customer service strategies that position their organization to build customer relationships, deliver exceptional customer experiences, and differentiate themselves in the marketplace. Translate new knowledge gained into action by developing tangible plans that can be implemented in both current and future career plans.

Location(s) Typically Offered: Online (OL)

Term(s) Typically Offered: Fall and spring

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

Define and apply key terminology and foundational concepts in customer service, including the roles of internal and external customers, relevant legislation, and regulatory agencies.
Develop and evaluate customer service management plans and response strategies, demonstrating an understanding of their components and their impact on consumer experiences.
Analyze real-world customer service challenges and solutions, including policy development, common pitfalls, and the implementation of effective service practices.
Design actionable strategies to enhance customer service delivery, using insights from industry examples and applying best practices to practical business scenarios.
Assess the strategic importance of customer service management programs, comparing service models and evaluating their influence on customer satisfaction and organizational success.