Maricopa Community Colleges  HCE101BA   19984-99999 
Official Course Description: MCCCD Approval: 04/28/98
HCE101BA 19984-99999 LEC 1 Credit(s) 1 Period(s)
Customer Service Theory
Emphasis on developing a systems focus for enhanced customer service both internally and externally. Prerequisites: None.
Cross-References: TQM101BA
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MCCCD Official Course Competencies:
 
HCE101BA   19984-99999 Customer Service Theory
1. Explain how to increase market share in an increasingly competitive and global economy. (I)
2. Explain how market share is lost through customer dissatisfaction. (I)
3. Describe how a customer service focus is reflected in an organization's/company's mission and vision and its products and processes. (II)
4. Describe ways to create customer satisfaction internally. (I, II)
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MCCCD Official Course Outline:
 
HCE101BA   19984-99999 Customer Service Theory
    I. Quality Customer Service
        A. Past, present, and future: US/global economy
          1. Customer market trends
            a. Enhancing market share
            b. Mature market strategies
            c. Customer dissatisfaction
          2. Future projections
          3. Comparisons/criteria
        B. Scope
          1. Internal customer orientation
          2. External customer orientation
          3. Systems focus
        C. Methodology
          1. Measurement/feedback focus
          2. Team approach
          3. Continuous improvement
            a. Process
            b. Product
          4. Changing basic beliefs and habits
      II. The Customer Oriented Company/Organization
          A. Mission and vision
          B. Products
            1. Internal
            2. External
          C. Processes
            1. Internal
            2. External
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