MCCCD Official Course Competencies:

TQM101CA  1998 Summer I – 2012 Fall

Customer Service 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)

MCCCD Official Course Outline:

TQM101CA  1998 Summer I – 2012 Fall

Customer Service 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 Tracking