Catalog Info
Effective Term
Fall 2015
WebAdvisor Title
Customer Service
Credit Hours
3.00
Contact Hours Per Week
3 (for 15-week classes)
Course Description
Examines the principal functions of a customer service representative, the skills needed to succeed in the workplace, and the knowledge to advance into a leadership role within the service industry. Emphasizes effective communication skills, positive attitudes, problem solving, strategies for coping with challenging and dissatisfied customers, retention of customers, methods of measuring customer satisfaction, technology and customer service, and motivational techniques. NOTE: Upon successful completion of this course, students may choose to take the exam for National Professional Certification in Customer Service from the National Retail Federation (NRF) Foundation. This exam is not included in this course.
Pre-requisites
ENG-081 and ENG-093 eligible