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MKTG1110 – Customer Service pdf

Credits: 3 (3/0/0)
Description: Customer service can determine both a company's and an employee's success or failure. This course covers the skills necessary for an individual to build and maintain customer loyalty. Strategies needed to sustain a positive work environment will be identified. Evaluating and improving customer service systems, from traditional customer satisfaction measurement tools to technology-based customer relationship management systems (CRM), will be explored.
Prerequisites: None
Corequisites: None
  1. Explain customer service.
  2. Investigate why good service matters.
  3. Distinguish between customer satisfaction and customer loyalty.
  4. Determine behaviors that engage the customer.
  5. Compare methods that companies use to measure customer satisfaction.
  6. Describe customer-focused attitude.
  7. Describe the impact of a positive or negative attitude in the workplace.
  8. Evaluate the steps involved in solving the customer's problem.
  9. Explain techniques used to effectively diffuse an upset customer.
  10. Determine the customer service and communicatin skills needed when serving customers over the telephone or electronically.
  11. Explain the role of management in a culture dedicated to obtaining loyal customers.
  12. Examine customer relationship management as it relates to obtaining loyal customers.
  13. Examine customer relationship management as it relates to the value of customer attrition and loyalty.
  14. Illustrate various process for CRM implementation.
  15. Assess the impact of technology on the delivery of CRM.
MnTC goal areas: None

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