Maricopa Community Colleges  CIS102   20036-99999 
Official Course Description: MCCCD Approval: 04/22/03
CIS102 20036-99999 LEC 1 Credit(s) 1 Period(s)
Interpersonal and Customer Service Skills for IT Professionals
Examines behaviors necessary to develop and support an effective client service organization. Focuses on methods of increasing the effectiveness of help-desk professionals when responding to a range of customer conditions. Prerequisites: None.
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MCCCD Official Course Competencies:
 
CIS102   20036-99999 Interpersonal and Customer Service Skills for IT Professionals
1. Identify and describe the key components of a customer focused organization.(I)
2. Develop listening and oral communication skills. (II)
3. Evaluate personality types and the effect on interpersonal relationships. (III)
4. Identify and describe methods of successful telephone call management and list the techniques that may be used for effective response to a variety of customer complaints and/or requests. (IV)
5. Describe career paths according to personality types. (V)
6. Discuss the role of the information technology professional and how to establish professional relationships. (VI)
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MCCCD Official Course Outline:
 
CIS102   20036-99999 Interpersonal and Customer Service Skills for IT Professionals
    I. Developing Customer Focus
        A. Key components of customer focused organizations
        B. Customer focused vs. company focused organizations
        C. Customer focus vs. self-focus
        D. Methods of meeting customer expectations
      II. Communication Skills
          A. Listening
          B. Oral communication
          C. Nonverbal communication
          D. Written communication
          E. Interpersonal relationships
        III. Personality Types
            A. Evaluate personality types
            B. Effect on interpersonal relationships
            C. Conflict resolution
          IV. Telephone Tools and Techniques
              A. Effective call management
                1. Answering a phone vs. satisfying the caller
                2. Managing more than one call
                3. Transferring calls in a focused manner
                4. Recognizing and describing customer needs
              B. Effective responses to customers' calls
                1. Customer complaints
                2. Difficult/angry customers
                3. Talkative vs. passive customers
                4. Other
              C. Call/Tracking Systems
            V. Career Paths
                A. Information technology careers
                B. Personality types
                C. Strategies for success
              VI. Philosophy
                  A. Job objectives and responsibilities
                  B. Service orientation
                  C. Internal customers and external customers
                  D. Professional relationships
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