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Apr 28, 2025
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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.
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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
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