Fall 2024 Schedule of Classes and Syllabi are now available! Registration Begins Aug. 1st!

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BUS5460

Customer Service Best Practices

This course is designed to provide a broad foundation of the principles and practices for the student who interacts directly with or supervises customer service in a variety of industries .The course meets the requirements as a graduate level Business Administration elective, as well as serving as one of the four required courses for a Graduate Certificate in Customer Service. This course provides a specific focus on critical thinking and decision-making skills to enable students from various levels of customer service experience to be successful in this field.

CAVEAT: No graduate credit will be awarded if BUS4460 has been successfully completed.

UPON COMPLETION OF THE COURSE, THE STUDENT WILL BE COMPETENT IN:

  • Evaluating consumer behavior, including why consumers behave in the manner they do and how to relate to their situation.
  • Assessing the importance of effective communication and “people skills” in building relationships.
  • Evaluating various types of conflict and identifying and applying a strategic solution that is appropriate for each situation.
  • Assessing the importance of ethical conduct, its value to the company, individual development, and demonstrating the ability to adhere to these standards when dealing with consumers.
  • Demonstrating how personal motivating factors and personal skills support employee development.
  • Demonstrating an understanding of stressors within the workplace, how to effectively deal with them, and how to minimize their negative effects.
  • Evaluating the impact of diversity training programs on successful customer service.
  • Applying effective cross-cultural communication.
  • Applying an understanding of the theoretical perspectives of discrimination and affirmative action.
  • Practicing the importance of seeing the customer’s perspective and making appropriate adjustments to create a win-win situation.
  • Demonstrating and practicing empathy.
  • Applying critical thinking skills including the ability to learn, to reason, to think creatively, to make decisions, and to solve problems using critical thinking.

Syllabi

Spring 2023 Download
Fall 2023 Download
Spring 2024 Download