MKT 112 - Customer Service:Concepts and Applications

Institution:

Cape Cod Community College

Subject:

Description:

This course will open with an overview of customer service concepts. A variety of topics will be covered including: identifying customer behavior, determining customer needs through active listening, becoming an effective verbal and non-verbal communicator, honing telephone customer service skills, handling difficult customers, offering customer service within a diverse organizational environment, encouraging customer loyalty, and practicing service recovery. During the last four weeks of the course, the student will complete a 3-hour per week on-campus internship in a "customer service"setting. The class will meet as a group one hour per week to discuss progress, critique skills attained, and formulate problem-solving techniques using the "real-world" situations encountered during the internship . Prerequisite: None/ 3 credits.

Credits:

3.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

www.capecod.edu

Phone Number:

(508) 362-2131

Regional Accreditation:

New England Association of Schools and Colleges

Calendar System:

Semester

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