May 26, 2024  
2021-2022 Course Catalog 
    
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2021-2022 Course Catalog [ARCHIVED CATALOG]

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MKTG 2000 - Customer Service Strategies

Credits: 3
Hours/Week: Lecture None Lab None
Course Description: This course investigates marketing trends and changing practices in the customer service sector. It focuses on developing and managing cost-effective, value-added service strategies, policies, procedures, and training to enhance customers’ experiences with businesses and/or organizations. The course emphasizes effective face-to-face and/or electronic communication strategies with both external and internal customers in a variety of settings. It also covers recent advances in customer service management (CRM) strategies, data mining, and advancements in integrating mobile and web-based technologies into customer service strategies.
MnTC Goals
None

Prerequisite(s): None
Corequisite(s): None
Recommendation: MKTG 2050  (or concurrently enrolled). Course placement into college-level English and Reading OR completion of ENGL 0950  with a grade of C or higher OR completion of RDNG 0940  with a grade of C or higher and qualifying English Placement Exam OR completion of RDNG 0950  with a grade of C or higher and ENGL 0090  with a grade of C or higher OR completion of ESOL 0051  with a grade of C or higher and ESOL 0052  with a grade of C or higher.

Major Content
  1. The role of exemplary customer service in business/organizations
  2. Trends and changing conventions in the customer service sector
  3. Customer service and technology
  4. Internal and external customer service strategies
  5. The value of effective customer service
  6. Enhancing customer satisfaction and encouraging customer loyalty
  7. Exemplary service delivery - devising, delivering, rewarding
  8. Promoting a positive customer service culture
  9. Written, verbal and non-verbal communication strategies for customer service situations
  10. Customer service techniques for telephone, e-mail, internet, and fax

Learning Outcomes
At the end of this course students will be able to:

  1. recognize the role of customer service in business/organization success.
  2. recognize trends and changing conventions in the customer service sector.
  3. analyze internal and external customer services problem-solving strategies.
  4. describe the value of effective customer service.
  5. identify strategies that can enhance customer satisfaction and encourage customer loyalty.
  6. identify strategies for promoting a positive customer service culture.
  7. project a professional customer service image through positive written, verbal and non-verbal communication.
  8. identify ways in which businesses/organizations are integrating web-based and mobile technologies into their service strategies.
  9. apply critical thinking skills to a variety of customer service situations.
  10. describe effective customer service techniques for telephone, e-mail, internet, and fax.
  11. describe strategies to improve listening skills.

Competency 1 (1-6)
None
Competency 2 (7-10)
None


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