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Apr 24, 2024
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MNGT 130 Customer Relationship Management (5 credits)
Course Description
Introduction to customer relationship management. Topics include customer behavior, customer assessment, effective communication, serving the customer in a diverse environment, and developing and maintaining a relationship with customers.
Student Outcomes
1. Employ customer- focused behavior including appropriate greeting, active listening, and questioning to uncover needs. Develop and utilize creative solutions and proactive problem-solving/ decision making to meet customer needs.
2. Analyze and explain the various elements of a customer service culture including the following: service philosophy, organizational mission, policies and procedures, customer feedback techniques, employee behavior, roles and expectations.
3. Develop and apply strategies for communicating with different behavioral and personality styles.
4. Identify and apply appropriate telephone customer service skills including answering the phone, transferring the customer, using call waiting and voice mail, and following up with customers.
5. Develop and apply strategies for handling difficult customers’ encounters including dissatisfied, indecisive, angry, demanding, rude, and talkative customers.
6. List and apply cultural factors that impact customer service in a diverse business environment.
7. Develop an action plan for service recovery following a breakdown in quality, quantity, or type of product service delivered.
8. Design and evaluate market research tied to customer service. Analyze and present results in a professional manner.
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