Customer Service Basics - IIEI-111

Course Description: In this three-week course, students will examine the tenets of excellent customer service (CS). They will review proven strategies for meeting customer’s expectations and satisfying their needs; methods used by CS to enhance customer’s ability to do business with the organization, ways for CS to determine the right time to bend or break the rules; techniques CS representatives can use to help improve communication, including understanding active listening and professional communication skills.

Prerequisite: None.

Course Credit: 1.5

Major Course Topics & Course Outcomes

As a result of the group and individual activities included in this course, the student will acquire the following knowledge and skills that can be applied to the workplace: 

• Customer Service Basics
  
  
• Know that to the customer, you are the company
• Understand what knock your socks off service is
• Understand and define the 5 RATER factors of customer service
• Explain why the customer is always.. the customer.
  
  
• Creating an Environment for Excellence
  
  
• Understand why honesty is the only policy
• Define and evaluate the difference between Red rules and Blue rules
• List steps to create trust
  
  
• Communication for Effective Customer Service
  
  
• Know the steps of effective listening
• Evaluate techniques for customer interaction
• Understand effective business communication
  
  
• Customer Service and the Organization
  
  
• Define an internal customer
• Understand the relationship between sales and service
  
  
• Customer Service Recovery
  
  
• Know the value of a sincere thank-you.
• Define a fantastic-fixer
• Know the tools of service recovery
• Recognize difficult customer service situations
  
  
• Customer Service Skills
  
  
• Define professional behavior
• Evaluate customer service skills

Course Materials:

There is one textbook for this course.

Delivering Knock Your Socks Off Service. American Management Association, 4th Edition, 2007 ISBN: 0814473652

Please note that textbooks are subject to change. Please contact your advisor before purchasing the textbook for your class to confirm.