QMS 201 Customer Service Improvement Skills
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Keywords
Customer Service
Project
Online2Workforce
Authors
Mink, Ellen
Date Submitted
2015
Material Type
Syllabus
Secondary Material Type
Institution
Elizabethtown Community and Technical College
Industry Partner
Elizabethtown Community & Technical College - Review and Support
License
CC BY
Funding Source
TAACCCT Round 2
Additional Public Access
Abstract
Students will develop cognitive processes and behavioral skills needed to improve personal and work group effectiveness. Techniques are discussed and demonstrated in assessing internal and external customer
needs and develop plans for delivery of quality customer service. Topics include customer's point of view, benchmarking quality customer service processes, developing partnerships with customers, measuring
customer satisfaction, self-evaluation, personal mission statements, time management, communication and listening techniques, coaching, mentoring, group problem solving, and decision making techniques.
Industry (NAISC)
Educational Services -- Educational Services -- Business Schools and Computer and Management Training (6114)
Occupation (SOC)
Business and Financial Operations Occupations (13-0000)
Instructional Program (CIP)
Business, Management, Marketing, and Related Support Services (52)
Credit Type
Credential Type
Certificate
Associate Degree
Associate Degree
Educational Level
1st year Community College or equivalent
2nd Year Community College or equivalent
2nd Year Community College or equivalent