Dec 26, 2024  
2017-2018 Course Catalog 
    
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2017-2018 Course Catalog [ARCHIVED CATALOG]

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MKTG 2000 - Customer Service Strategies

Credits: 3
Hours/Week: Lecture NoneLab 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-adding service strategies, policies, and procedures to enhance consumers’ experiences with business organizations. The course stresses effective face-to-face and/or electronic communication strategies with both external and internal customers in a variety of business settings. It also covers recent advances in customer relationship management (CRM) strategies, data mining, and Website customer service activities.
MnTC Goals
None

Prerequisite(s): None
Corequisite(s): None
Recommendation: MKTG 2050  (or concurrent registration). Assessment score placement in RDNG 1000  or completion of RDNG 0900  or RDNG 0950  with a grade of C or higher; assessment score placement in ENGL 1021  or completion of ENGL 0090  with a grade of C or higher.

Major Content
  1. the role of exemplary customer service in business success
  2. cost-effectiveness of a value-added customer service program
  3. customer service policies and procedures
  4. exemplary service delivery devising, delivering, rewarding
  5. internal and external customer service strategies
  6. leadership roles of managers, supervisors, and team members
  7. oral and written strategies for business-to-business and retail service customer service situations
  8. technical aspects of information management tools
  9. techniques for telephone, e-mail, and Web site communications
  10. trends and changing conventions in the customer service sector

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

  1. describe the role of customer service in business success
  2. differentiate between internal and external customer service strategies.
  3. analyze the cost-effectiveness of a value-added customer service program.
  4. evaluate the leadership roles of managers, supervisors, and team members in exemplary customer service programs.
  5. develop customer service policies and procedures that reflect contemporary business practices in a variety of industries.
  6. apply effective oral and written strategies to specific business-to-business and retail service customer service situations.
  7. devise effective customer service techniques for telephone, e-mail, and Web site communications.
  8. apply critical thinking skills to a variety of customer service situations
  9. recognize trends and changing conventions in the customer service sector.


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