Maricopa Community Colleges  AMX103   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX103      19936-19994 LEC 3 Credit(s) 3 Period(s)
Principles of Quality Service
Overview of quality service. Includes essentials of good customer relations, product knowledge, successful communication and stress management. Prerequisites: None.
 
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MCCCD Official Course Competencies:
 
AMX103   19936-19994 Principles of Quality Service
1. Explain the importance of developing quality customer relations. (I)
2. Identify your clients and their requirements for service and quality. (I)
3. Identify personal and organizational obstacles to qulaity customer relations, and prepare action plans to overcome these obstacles. (I)
4. List benefits of providing quality customer service. (I)
5. List product benefits for corporate and individual clients. (II)
6. Name four billing options. (II)
7. Identify and describe Management Information System Reports. (II)
8. Name two airline billing products. (II)
9. Explain the purpose and importance of successful communication. (III)
10. Identify and describe four basic communication skills. (III)
11. List six techniques for effective communication with customers. (III)
12. Define stress and list early warning signs of stress. (IV)
13. Perform personal stress assessment to evaluate personal risk of stress and burnout, and develop a personal action plan to reduce stress. (IV)
14. Describe three techniques to manage stress. (IV)
15. Identify self-empowerment qualities and list problem-solving techniques. (IV)
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MCCCD Official Course Outline:
 
AMX103   19936-19994 Principles of Quality Service
    I. Customer Relations
        A. Definition and Importance of Quality Customer Relations
          1. Good Service
          2. Poor Service
          3. Service Portrait
            a. Skills
            b. Attitudes
            c. Knowledge
          4. Customer Profile
        B. Satisfaction Measurement
          1. Company Goals
          2. Quality Assurance Philosophy and Importance
          3. Measurement
            a. Service Tracking Criteria
            b. Methods of Measurement
        C. Identification of Service Improvement Opportunities
          1. Service Responsibilities
          2. Customer Needs/Expectations
        D. Obstacles to Quality Service
          1. Company
          2. Personal
          3. Solutions
        E. Service Strategy Models
          1. Elements of Service Success
          2. Total Product Concept
          3. Benefits of Providing Quality Customer Service
      II. Product Knowledge Overview
          A. Product Benefits
            1. Corporate Clients
            2. Individual Clients
          B. Profitability Analysis
            1. Revenue
            2. Expense
          C. Corporate Liability
            1. Standard
            2. Limited
            3. Types of Misuse
          D. Billing Options
            1. Individual
            2. Central
            3. Special
            4. Automatic
          E. Cash Products
          F. Management Information System Reports
          G. Executive Card
          H. Airline Billing Accounts
          I. On-Line Services
          J. Competition Comparisons
          K. Sales Techniques
        III. Successful Communication
            A. Purpose and Importance of Successful Communication
            B. Portrait of a Professional
            C. Basic Communication Skills
              1. Speak Clearly
              2. Use Nonverbal Support
              3. Listen
              4. Reach Understanding
            D. Techniques for Customer Communication
              1. Start Smart
              2. Rapid Rapport
              3. Focus Fiercely
              4. Control Courteously
              5. Offer Options
              6. Finish Fast and Friendly
          IV. Stress Management
              A. Definition of Stress
              B. Early Warning Signs
              C. Personal Stress Assessment
              D. Stress Management Techniques
              E. Self-Empowerment Qualities
              F. Problem-Solving Techniques
              G. Wellness
              H. Action Plans
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