BUSN 165 - Managing Customer Service

5 Credits

Examines concepts of service management and customer relations skills, including customer service levels, service delivery systems and evaluating customer satisfaction.

Fees

Quarters Typically Offered

Designed to Serve Customer service certificate students, general business and other professional technical program students
Active Date 2012-09-28

Grading System Decimal Grade
Class Limit 35
Shared Learning Environment Yes
Contact Hours: Lecture 55 Lab 0 Worksite 0 Clinical 0 Other 0
Total Contact Hours 55
Degree Distributions:
ProfTech Course Yes
Restricted Elective Yes
Course Outline
1. Strategic vision and planning 2. Moments of truth 3. Dissatisfied customers 4. Employee empowerment 5. Establishing service levels 6. Delivery systems 7. Measuring customer satisfaction 8. Customer relations

Student Learning Outcomes
Describe how an understanding of how customer service helps companies succeed

Demonstrate the concepts of effective customer service management

Develop awareness of how employee empowerment contributes to customer relations skills

Demonstrate the ability to evaluate and improve existing customer service delivery systems