BBA-153: Customer Service

School
Business, Entrepreneurship, and Professional Development
Division
Business & Economics
Department
Business Administration
Academic Level
Undergraduate
Course Subject
Business Administration
Course Number
153
Course Title
Customer Service
Credit Hours
3.00
Instructor Contact Hours Per Semester
47.00 (for 15-week classes)
Student Contact Hours Per Semester
47.00 (for 15-week classes)
Grading Method
A-E
Pre-requisites
Eligible to take ENG courses at HFC
Catalog 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 an exam for a National Professional Certification in Customer Service from the National Retail Federation (NRF) Foundation. This exam is not included in this course.

Goals, Topics, and Objectives

Core Course Topics
  1. Fundamentals
    1. Define customer service and customer satisfaction.
    2. Compare internal and external customers.
    3. Interpret the cost of losing a customer.
  2. Challenges
    1. Identify the challenges to provide excellent customer service.
    2. Explain reputation management.
    3. Describe values and ethics.
  3. Problem Solving
    1. Analyze different problem solving strategies.
    2. Identify conflict.
    3. Employ negotiation techniques.
    4. Analyze the barriers of problem solving.
  4. Communication
    1. Demonstrate different communication techniques.
    2. Discuss and demonstrate the proper use of grammar, spelling, and punctuation in customer service communications.
  5. Difficult Customers
    1. Discuss techniques to respond to various difficult customers.
  6. Empowerment
    1. Define empowerment.
    2. Describe methodologies to exceed customer expectations.
  7. Motivaiton
    1. Define motivation.
    2. Describe the difference between wants and needs.
  8. Leadership
    1. Define leadership.
    2. Compare formal and informal leaders.
    3. Analyze the characteristics of a leader.
  9. Retention
    1. Define retention.
    2. Describe customer-retention programs.
  10. Trends and Technology
    1. Recognize the impact of social media on customer service.
    2. Identify trends in customer service.
    3. Examine technology in customer service.

Assessment and Requirements

Assessment of Academic Achievement

Students will be assessed through tests, quizzes, in-class activities, and/or outside assignments.

Outcomes

Satisfies Wellness Requirement
No
Effective Term
Winter 2022