BUSN 151 - Customer Relations

1 Credit (1 lecture, 0 lab) 1 Contact Hours

1. Describe the impact the employee has on good customer service.
2. Explain the relationship between employee attitude and good customer service.
3. Describe the impact on sales by losing customers.
4. Describe the impact on the company’s reputation by losing customers.
5. Explain the difficulty in regaining lost customers.
6. Develop strategies for maintaining customers.

Goal 2:  Explain the importance of understanding customer needs.

1. Explain common customer needs.
2. Explain common customer turnoffs.
3. Explain the relationship between motivational theories and customer service.
4. Develop strategies for dealing with customers’ questions and concerns.
5. Develop strategies for dealing with difficult customers.

Goal 3:  Explain the importance of good communication skills.

1. Diagram the communication process.
2. Describe the relationship between the communication process and customer service.
3. Describe the relationship between body language and customer service.
4. Explain proper telephone etiquette.
5. Explain proper email etiquette.
6. Explain the elements of a web-based customer service plan.

Goal 4:  Explain the importance of a good customer service plan.

1. Explain the process for analyzing an organization’s customer service plan.
2. Develop a customer service plan.
3. Explain the process for implementing a customer service plan.