MOHAWK VALLEY COMMUNITY COLLEGE
UTICA AND ROME, NEW YORK
Department of Business, Cybersecurity, & Computer Sciences
COURSE OUTLINE
WS 103 Gateway to Customer Communication C-3, P-0, Cr-3
Course Description:
This course covers the concepts and skills needed for communication success in customer service. The course explores essential service oriented skills for anyone working in business today. Insights for customer service supervisory personnel will also be examined. Students examine critical skills that include listening techniques, verbal and nonverbal communication, and use of technology. Class discussions cover customer information, customer surveys and suggestions, the handling of complaints and adjustments, techniques for dealing with difficult and angry customers, credit services, maintenance, technical service, and the development of new programs. Students are expected to participate in group case studies, complete homework assignments and take quizzes / exams.
Prerequisite: None
Student Learning Outcomes:
Students will:
1. Identify the socioeconomic and demographic changes that have influenced customer service.
2. Evaluate strategies for promoting positive customer service and customer interaction.
3. Recognize the impact that effective nonverbal communication has on customers.
4. Demonstrate a deeper understanding of building successful customer interaction.
5. Determine appropriate strategies for dealing with various types of customers.
6. Identify and demonstrate a deeper understanding of building strategies for preventing customer dissatisfaction.
7. Recognize the impacts of global competition on business.
Major Topics:
1 / Overview of the course/ What is Customer Service.2 / Contributing to the Service Culture
3 / Positive Verbal Communication
4 / Nonverbal Communication in Customer Service
5 / Listening to the Customer
6 / Customer Service and Behavior
7 / Handling Difficult Customers Encounters
8 / Customer Service is a Diverse World
9 / Customer Service Via Technology
10 / Customer Service Via Technology
11 / Managing your Stress
12 / Managing your Time
13 / Encourage Customer Loyalty
14 / Service Recovery
15 / Focusing on the Future / Course Wrap Up
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