Maricopa Community Colleges  GBS104   19922-19935 
Official Course Description: MCCCD Approval: 05/25/93
GBS104 19922-19935 LEC 3 Credit(s) 3 Period(s)
Total Customer Service
Customer service as a market strategy in credit/service industries. Specific communication skills for delivering good customer service including using the phone, handling face-to-face communication and written correspondence. Prerequisites: None.
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MCCCD Official Course Competencies:
 
GBS104   19922-19935 Total Customer Service
1. Explain how to increase the credit/service industries' market share in a "mature market". (I)
2. Explain how market share is lost through customer dissatisfaction. (I)
3. Describe ways to create customer satisfaction in the credit/financial industry including responsiveness, reliability, empathy and tangible service. (II)
4. Describe ways to create customer satisfaction internally. (III)
5. Explain how an employee can project a professional/positive image overthe phone. (IV)
6. Identify the essential elements of phone etiquette. (IV)
7. Verbally communicate professionalism and appropriate etiquette in specific telephone situations and provide value-added service. (IV)
8. Write accurate detailed messages recording customer contact communicaton. (V)
9. Demonstrate attending in specific one-on-one communications. (VI)
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MCCCD Official Course Outline:
 
GBS104   19922-19935 Total Customer Service
    I. Customer Service As A Market Strategy
        A. "Mature market" stategies
        B. Customer dissatisfaction
      II. Customer Satisfaction
          A. Responsiveness
          B. Assurance
          C. Reliability
          D. Empathy
          E. Tangible service
        III. Internal Customer Satisfaction
            A. Service
            B. Techniques
          IV. Telephone Commumication Skills
              A. Professional image/positive techniques
              B. Phone etiquette
                1. answering
                2. terminating a call
                3. transferring a call
                4. placing a caller on hold
                5. call-backs
              C. Skills
                1. questioning
                2. listening
                3. managing caller behavior
                  a. assertiveness
                  b. aggressiveness
                4. problem-solving
              D. Selling value-added service
            V. Recording Customer Communication
                A. Complaints
                B. Detailed messages
              VI. One-on-One Communications--Attending
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