Course Goal:

This module provides students with an awareness of good customer service and how important it is to the success of a business. It further provides training in rudimentary customer service skills.

Objectives:

After completing this course, students will have knowledge of the meaning and importance of customer service from both a business and personal perspective. In addition, the students will know what is expected from them in a work environment from a customer service point of view and will develop some important customer service skills such as active listening, rules for communicating and telephone techniques.

Competencies:

CS-25. Answers a minimum of six questions correctly during class lectures and exercises as evidenced by observation of performance.

CS-26. Demonstrates ability to identify internal and external customers by performing the Who Are Your Customers Exercise and successfully listing at least one external and one internal customer for the job position they are assigned as evidenced by observation of work product.

CS-27. Demonstrates ability to recognize customer needs by participating in module role-plays as observed by instructor.

CS-28. Demonstrates ability to generate practical solutions to customer problems by coming up with at least 1 acceptable recommendation to help resolve the customer complaint in the Custom Rental, Inc./Southside Equipment, Inc. Case Study as evidenced by Q&A.

CS-29. Demonstrates effective use of active listening skills by showing appropriate attention, repeating, and summarizing skills as evidenced by observation of performance.

CS-30. Demonstrates ability to classify comments in order to properly address customer needs by scoring 70% or higher on the Statement/Objection/Question Exercise as evidenced by Q&A.

CS-31. Demonstrates proficiency in identifying statements and words to avoid using when performing customer service functions by scoring 80% or higher on the Statements to Avoid Exercise as evidenced by Q&A.

CS-32. Demonstrates ability to work effectively as a team member as evidenced by observation of performance.

CS-33. Demonstrates knowledge of customer service by achieving a score of 80% or higher on an online module quiz.