Maricopa Community Colleges  TQM103   19952-20086 
Official Course Description: MCCCD Approval: 07/22/08
TQM103 19952-20086 LEC 1 Credit(s) 1 Period(s)
Quality Customer Service for Non-Profit Organizations II
Customer Service Center expectations and the customer perception of service in non-profit organizations. Effective communication with the customer and recognizing customer needs.
Prerequisites: TQM102.
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MCCCD Official Course Competencies:
 
TQM103   19952-20086 Quality Customer Service for Non-Profit Organizations II
1. Define vision, mission, and goals and identify their importance to the operations of a non-profit organization. (I)
2. Define "Moments of Truth". (II)
3. Describe the levels of perceived service in any positive customer service transaction. (II)
4. Identify factors that contribute to customer satisfaction. (II,III)
5. Differentiate between emotion-based and process- based interaction. (III)
6. Describe the components of effective communication. (IV)
7. List obstacles to clear communication. (IV)
8. Compare and contrast different listening techniques and list factors that interfere with the ability to listen. (V)
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MCCCD Official Course Outline:
 
TQM103   19952-20086 Quality Customer Service for Non-Profit Organizations II
    I. Customer Service Center
        A. Vision
        B. Mission
        C. Goals
        D. Responsibilities
      II. The Customer's Perception of Service
          A. Customer Service Process
          B. "Moments of Truth"
            1. Definition
            2. Identifying Moments of Truth for Customers
            3. What Customer Service Representatives Can Do
          C. Levels of Perceived Quality Service
        III. Customer Satisfiers
            A. Customer Service Interactions
              1. Emotion-Based
              2. Process-Based
            B. Essential Ingredients of Customer Satisfaction
              1. Familiarity and Concern
              2. Adaptability
              3. Problem-Solving
              4. Correction/Restitution
          IV. Effective Communication with the Customer
              A. Voice Qualities
                1. Importance
                2. Definitions
                3. Application
              B. Professional Attitude
                1. Purpose of Creating a Professional Attitude
                2. Key to Projecting a Professional Attitude
              C. Attention to the Customer
              D. Ingredients for Effective Communication
                1. Message
                2. Sender
                3. Receiver
                4. Feedback
              E. Perception
              F. Verbal Communication
              G. Obstacles to Clear Communication
            V. Recognizing Customer Needs
                A. Listening to Identify Customer Needs
                B. Listening Techniques
                  1. Active Listening
                  2. Passive Listening
                  3. Paraphrasing
                  4. Reflective Listening
                  5. Empathetic Listening
                B. Factors that Interfere with the Ability to Listen
                D. The Art of Listening
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