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Official Course Description:
MCCCD Approval: 12/12/00 |
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AMX173 19936-99999 |
LEC |
1 Credit(s) |
1 Period(s) |
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Customer Relations |
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Introduction to customer satisfaction, customer relations, dealing with difficult customers, managing customer expectations and reducing stress. Prerequisites: None. |
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Go to Competencies Go to Outline
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MCCCD Official Course Competencies: |
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AMX173 19936-99999 |
Customer Relations |
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1. |
State the purpose and importance of good customer relations. (I) |
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List ways to create positive memorable experiences for all customers. (I) |
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3. |
Describe customer interactions that cause concern. (II) |
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4. |
List customer wants and needs. (II) |
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5. |
Name three ways to build rapport. (II) |
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Describe ways to handle anger and create positive outcomes. (II) |
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7. |
Identify difficult customers and customer sensitive grammar. (III) |
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8. |
Describe ways to manage customer expectations. (IV) |
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9. |
List factors that contribute to stress and identify ways to avoid stress. (V) |
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Go to Description Go to top of Competencies
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MCCCD Official Course Outline: |
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AMX173 19936-99999 |
Customer Relations |
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I. Introduction to Customer Satisfaction A. Purpose and Importance of Good Customer Relations B. Creating Positive Memorable Experiences for all Customers C. Human - Business Model II. Customer Relations A. Customer Interactions that Cause Concern 1. Annoying Customer Behaviors 2. Ways to Handle Difficult Customer Situations B. Customer Wants and Needs 1. Friendly, Caring Service 2. Flexibility 3. Problem Solving 4. Recovery C. The Model of Human Behavior 1. Defiant 2. Reasoning 3. Controlling 4. Nurturing 5. Adaptive 6. Spontaneous D. Building Rapport 1. Ways to Build Rapport a. Passive Listening b. Paraphrasing c. Agreement Listening 2. Barriers to Listening 3. Handling Anger a. Active Listening b. Empathetic Listening c. Escalated Concern E. Creating Positive Outcomes III. Recognizing the Difficult Customer A. Behavioral Clues 1. Body Postures, Gestures 2. Facial Expressions 3. Voice Tones 4. Words B. The Impact of a Message 1. Telephone 2. Face-to-Face C. Customer Sensitive Grammar IV. Managing Customer Expectations A. Prejudices B. Stereotypes C. Rituals D. Discounting Behavior E. Positive Behavior 1. Acknowledging 2. Appreciating 3. Affirming 4. Assuring V. Reducing Stress A. Factors That Contribute to Stress B. Ways to Avoid Stress C. Reducing Unresolved Feelings |