Maricopa Community Colleges  HCE101AB   19964-19982 
Official Course Description: MCCCD Approval: 02/27/96
HCE101AB 19964-19982 LEC 1.50 Credit(s) 1.50 Period(s)
Quality Customer Service: Foundation Skills
Examines the personal and practical skills needed to enhance customer service with an emphasis on application. Prerequisites: None.
Cross-References: TQM101AB
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MCCCD Official Course Competencies:
 
HCE101AB   19964-19982 Quality Customer Service: Foundation Skills
1. Define the parameters of quality customer service and the attitudes, knowledge, and skills needed to create and maintain a quality customer service organization. (I)
2. Describe ways to create customer satisfaction and ways to keep customers. (II)
3. Demonstrate basic and specific customer service skills. (II)
4. Describe self-management skills valuable to working in a quality customer service environment. (II)
5. Assess personal attitude, knowledge, and abilities in relationship to those needed in a quality customer service environment. (II)
6. Develop a personal plan for implementing quality customer service fundamentals in a work situation. (I, II)
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MCCCD Official Course Outline:
 
HCE101AB   19964-19982 Quality Customer Service: Foundation Skills
    I. Quality Customer Service Management Perspective
        A. Need for customer service emphasis
        B. Assignment of responsibility
        C. Training and development
        D. Customer retention
      II. The Customer-Oriented Employee
          A. Attitude
            1. Toward self
            2. Toward fellow employees
            3. Toward organization/company
          B. Customer service basics
            1. Projecting positive attitude/professional image
              a. Beliefs and attitudes
              b. Appearance
              c. Body language
              d. Voice tone
            2. Customer connection
              a. Moments of truth
              b. Timeliness and responsiveness
              c. Basic customer needs
              d. Specific customer needs
              e. Anticipating needs
              f. Listening and attending
              g. Flexibility 3 Responding to customer
              a. Sending clear messages
              b. Handling difficult customers
              c. Solving problems
            4. Maintaining customer satisfaction
              a. Obtaining feedback
              b. Service recovery (handling complaints)
              c. Follow-up
          C. Specific customer service skills
            1. Telephone techniques
            2. Effective selling
          D. Self-management skills
            1. Self-confidence/self-esteem
            2. Organizing work activities 3 Stress management
            4. Continuous self-improvement
            5. Job performance
          E. Application
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