Maricopa Community Colleges  MGT126   19966-99999 
Official Course Description: MCCCD Approval: 04/23/96
MGT126 19966-99999 L+L 3 Credit(s) 3 Period(s)
Customer Service Skills and Strategies
Explores strategies to help improve job performance and develop a service-oriented philosophy. Uses practical training concepts and techniques to demonstrate how superior customer service can lead to competitive advantage and profitability in business. Focuses on both internal and external customers, interactions among people, processes, and systems within the organization and how to integrate these areas into a total quality delivery program. Prerequisites: None.
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MCCCD Official Course Competencies:
 
MGT126   19966-99999 Customer Service Skills and Strategies
1. Identify and use techniques to determine and manage internal and external customer expectations and service delivery requirements. (I)
2. Identify and use the basic techniques for measuring and monitoring customer services. (II)
3. Use gap analysis to determine where service break downs occur in the workplace. (II)
4. Explain benchmarking and demonstrate how to set performance standards and criteria for service quality excellence. (II)
5. Identify and use the basic tools and techniques for improving customer service. (III)
6. Identify and use effective interpersonal communication skills in a variety of professional situations.(IV)
7. Identify, explain, and use skills and techniques that demonstrate your personal commitment to service quality. (V)
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MCCCD Official Course Outline:
 
MGT126   19966-99999 Customer Service Skills and Strategies
    I. Managing the Service Delivery System
        A. The Internal Customer
        B. The External Customer
        C. The Importance of Customer Satisfaction
        D. The Importance of Customer Retention
        E. Cross-selling and Upselling
      II. Measuring and Monitoring the Service Experience
          A. Flow Charting
          B. Development and Use of Service Blueprints
            1. Work Processes
            2. Service Delivery System
          C. Use of Gap Analysis to Determine Service Breakdowns
          D. Benchmarking Quality Service
        III. Tools and Techniques for Improving Customer Service
            A. Survey Design
            B. TQM Measuring and Performance Tools
          IV. Interpersonal Communication and Cultural Diversity
              A. Quality Telephone Service
              B. Learning Styles
              C. Dealing with Challenging People
              D. Group Dynamics
            V. Personal Commitment to Service Quality
                A. Rapport and Building Trust
                B. Body Language and Eye Contact
                C. Listening Skills
                D. Appearance and Demeanor
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