I. General Information
1. Course Title:
Customer Relations
2. Course Prefix & Number:
MKTG 1162
3. Course Credits and Contact Hours:
Credits: 3
Lecture Hours: 3
Lab Hours: 0
4. Course Description:
This course will introduce the basics of customer service in the areas of 1) service strategies, 2) attitudes, 3) retention, 4) communication, and 5) sales. The student learns how to 1) create positive memorable experiences for customers, 2) provide consistent caring and professional service, and 3) avoid becoming involved in unproductive customer interactions.
5. Placement Tests Required:
6. Prerequisite Courses:
MKTG 1162 - Customer Relations
There are no prerequisites for this course.
9. Co-requisite Courses:
MKTG 1162 - Customer Relations
There are no corequisites for this course.
II. Transfer and Articulation
1. Course Equivalency - similar course from other regional institutions:
Name of Institution
|
Course Number and Title
|
Credits
|
St. Cloud Technical and Community College
|
SAMG 1210 Customer Service/Sales Techniques
|
3
|
3. Prior Learning - the following prior learning methods are acceptable for this course:
III. Course Purpose
1. Program-Applicable Courses – This course is required for the following program(s):
Name of Program(s)
|
Program Type
|
Business Management
|
AAS
|
Hospitality
|
Certificate
|
IV. Learning Outcomes
1. College-Wide Outcomes
College-Wide Outcomes/Competencies |
Students will be able to: |
Demonstrate oral communication skills |
Demonstrate appropriate telephone techniques |
Demonstrate interpersonal communication skills |
Role-play an angry customer scenario |
2. Course Specific Outcomes - Students will be able to achieve the following measurable goals upon completion of
the course:
Expected Outcome |
MnTC Goal Area |
Interact with dissatisfied customers. |
|
Apply telephone, e-mail, and web site techniques. |
|
Recognize and deal with customer turnoffs. |
|
Use behaviors that win customer loyalty. |
|
V. Topical Outline
Listed below are major areas of content typically covered in this course.
1. Lecture Sessions
1. Why Service Matters
- The Role of Customer Service in a Career
2. Behaviors That Engage Customers
- Personality Factors
- Individual Behavior
- Organizational Cultures
3. Listening to the Customer
- Listening vs. Hearing
- Listening Habits
- Positive Steps to Better Listening
4. The Telephone in Customer Service
- Benefits and Drawbacks
- Attitudes
- What to Do and Say
5. Web Sites and Electronic Communication
- Web-Based Service
Evaluating and Growing E-Service Effectiveness
6. Customer Turnoffs
- Pet Peeves
- Reducing Turnoffs
- Creating Loyal Customers
7. Trends in Customer Service
- One-to-One Personalization
- Social and Economic Shifts
8. Customer Feedback
- Importance of Feedback
- Handling Complaints in Productive Ways
9. Recovering Lost Customers
- Recovery Skills
- Complaint Letters/Emails
- Abrasive Customers
- Assertive vs. Aggressive Behavior
10. Exceeding Expectations
- Intrinsic and Associated Value
- Perception of Value
- Enhancing Message Clarity
- Customer User Group
- Convenience/Timing
1. Getting Employees to Give Great Service
- Customer Loyalty Strategy
- Organizing People and Resources
- Empowering Employees