| 1.
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Explain how to increase market share in an increasingly competitive
and global economy. (I)
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| 2.
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Explain how market share is lost through customer dissatisfaction. (I)
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| 3.
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Define the parameters of quality customer service and the attitudes,
knowledge and skills needed to create and maintain a quality customer
service orientation. (I)
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| 4.
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Describe how a customer service focus is reflected in an
organization's/company's mission and vision and its products and
processes. (II)
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| 5.
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Develop a personal vision congruent with a customer orientation
vision. (II, III)
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| 6.
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Describe ways to create customer satisfaction internally. (II, III)
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| 7.
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Demonstrate basic and specific customer service skills. (III)
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| 8.
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Describe self-management skills valuable to working in a quality
customer service environment. (III)
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| 9.
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Assess personal attitude, knowledge, and abilities in relationship to
those needed in a quality customer service environment. (III)
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| 10.
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Develop a personal plan for implementing quality customer service
fundamentals in a work situation. (I-III)
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