Summer 2024 Schedule of Classes and Syllabi are now available! Registration is Open!

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Customer Service Best Practices

The 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 requirement as an upper-level Business Administration elective, as well as serving as one of the four required courses for an Undergraduate Certificate in Customer Service. The 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.


  • Understanding 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.
  • Recognizing 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.
  • Identifying personal motivating factors and personal skills that support employee development.
  • Defining stressors within the workplace, how to effectively deal with them, and how to minimize their negative effects.
  • Discovering the impact of diversity training programs on successful customer service.
  • Developing effective cross-cultural communication.
  • Understanding 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.
  • Developing and practicing empathy.
  • Developing and training critical thinking skills including the ability to learn, to reason, to think creatively, to make decisions, and to solve problems using critical thinking.


Spring 2023 Download
Fall 2023 Download
Spring 2024 Download