Standard
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BUS 145 Managing
Customer Relationships
This
course introduces the basic customer service skills required to successfully
interact with both internal and external customers. Topics include: quality service
orientation, telephone service skills, customer interaction skills (level I),
and customer interaction skills (level II)
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Competency Areas: |
Hours: |
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Quality Service
Orientation |
Class |
3 |
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Telephone Service Skills |
D. Lab |
0 |
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Customer Interaction
Skills (Level I) |
P. Lab/O.B.I. |
0 |
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Customer Interaction
Skills (Level II) |
Credit |
3 |
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Prerequisite: |
None |
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Corequisite: |
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Course Guide
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Competency |
After completing this section, the student will: |
Hours |
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Class |
D. Lab
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P. Lab/ O.B.I. |
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QUALITY SERVICE ORIENTATION |
4 |
0
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0 |
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Identify the customers of
insurance companies, the providers of services, and customer service issues facing
the insurance industry |
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Explain why corporate
culture is important to customer service and the changes needed to establish
a customer service culture |
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TELEPHONE SERVICE SKILLS |
8 |
0
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0 |
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Communicate effectively on
the telephone with internal and external customers displaying a positive
image and attitude |
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Professionally guide and
control the conversation while making every customer feel unique and
important |
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Exceed customer expectations
by listening attentively, responding appropriately, and acknowledging
customer’s feelings. |
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Use the call flow
effectively (Opening, Gathering Information, and Closing.) |
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Use appropriate skills to meet
and exceed the customer’s expectations. |
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CUSTOMER INTERACTION SKILLS (LEVEL I) |
8 |
0
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0 |
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Provide complete and
accurate information in a timely manner |
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Ensure customer needs are
being met |
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Treat customers with
dignity, courtesy and respect |
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CUSTOMER INTERACTION SKILLS (LEVEL II) |
10 |
0
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0 |
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Identify multicultural
customers |
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Identify some of the needs
and expectations of multicultural customers |
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Describe benefits of
providing meaningful customer service across cultures |
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Discuss how cultural
values and expectations affect the interaction between the customer service provider
and the customer |
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Identify barriers that get
in the way of providing exceptional multicultural customer service |
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Accept conflict as a
natural part of service |
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Respond more effectively
to difficult customers and situations |
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Recognize and calm angry
customers |
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Listen to better
understand the problem and the customer’s feelings |
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Express empathy with the customer’s
feelings and problems |
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Demonstrate three
different ways to agree with customers |
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Apologize effectively when
service failures occur |
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Present the customer with
options for resolving the problem |
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Suggested Resources
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Books:
None