Standard

R State Standard £ Institutionally Developed College: State Standard

MKT 162 - Customer Contact Skills
Course Description This course will provide the practical experiences needed for students to interact with customers in a positive way. Topics include critical thinking skills, telephone service skills, face-to-face customer skills, sales skills, information sharing, managing difficult situations, serving the multicultural customer, and an introduction to computer based training.
Competency Areas	Hours
Customer Service: Face-to-Face	Class	6
Critical Thinking	D. Lab	0
Introduction to Computer Based Training (CBT)	P. Lab/O.B.I.	0
Information Sharing (CBT)	Credit	6
Telephone Service Skills
Sales Skills
Customer Contact I (CBT)
Customer Contact II (CBT)
Sales (CBT)
Managing Difficult Situations
Serving the Multicultural Customer
Simulations and Assessment

Prerequisite:	Program admission
Corequisite:

Course Guide

Competency	After completing this section, the student will be able to:	Hours
		Class	D.Lab	P.Lab/ O.B.I.
Customer Service: Face-to-Face		0	0	0
Objectives	Identify and use methods for establishing and building a positive personal service image.
	Use a structured approach to manage customer interactions.
	Use communication techniques to build rapport with customers and create positive impressions.
	Develop personal service goals and a personalized action plan.
Critical Thinking		0	0	0
Objectives	Justify a structured approach to solving problems.
	Use a systematic six-step process for solving problems.
	Assess the circumstances of a problem.
	Analyze alternative solutions to a problem.
	Plan how the solution will be implemented or executed.
	Evaluate the effectiveness of an implemented solution.
	Reassess a decision and take corrective action as necessary.
Introduction to Computer Based Training (CBT)		0	0	0
Objectives	Recognize four basic parts of the computer: monitor, keyboard, printer, and disk drive.
	Use the keyboard.
	Use the mouse to click on and drag an object on the screen.
	Identify Control Panel buttons that are part of the CBT courseware.
Information Sharing (CBT)		0	0	0
Objectives	Select the appropriate information requested by the customer by using the Insurance Claim Form as reference material.
	Select appropriate information by using the Interest Rate Chart.
	Perform appropriate action based on information requested by the customer and obtained from the customer and the Customer Service Manual.
	Use information obtained from the customer and the computer to satisfy the request.
	Politely process the customer’s request.
	Handle irate customers.
	Demonstrate how to complete a form.
	Demonstrate how to complete a call.
Telephone Service Skills		0	0	0
Objectives	Recognize the importance of good customer service to the success of the company.
	Understand customer needs and expectations and how to consistently exceed them.
	Project a positive, professional service image over the telephone while using basic customer service skills.
	Utilize active listening skills to increase understanding and ensure clear communication.
	Manage customer calls effectively by using proper techniques.
	Develop a set of goals for meeting and exceeding the needs of customers.
Sales Skills		0	0	0
Objectives	List the five reasons people buy.
	Identify the four steps to a sale.
	Build rapport with customers.
	Demonstrate techniques to identify the customer’s needs.
	Demonstrate techniques for providing solutions to a customer’s needs through presentation of the product.
	Overcome objections to the sale.
	Obtain from the customer agreement to the solution and commitment.
	Close the sale by taking action.
Customer Contact I (CBT)		0	0	0
Objectives	Select information requested by the customer from the Insurance Claim.
	Form and Insurance Claim Form Aid as a reference.
	Select information requested by referencing the Interest Rate Chart or Product Information Chart.
	Perform appropriate action based on information in a memo and manual.
	Perform appropriate action based on information obtained from a database.
	Politely process each customer’s request.
	Handle difficult customers.
	Complete the call.
Customer Contact II (CBT)		0	0	0
Objectives	Complete an Insurance Claim Summary Form from information on the Insurance Claim Form(s).
	Construct a bar chart based on product sales and inquiries; use the bar and pie charts to answer questions.
	Write a problem/solution letter to a customer using a completed Problem Inquiry Form, Customer Service Manual and job aid as reference tools.
	Take appropriate action based on information given by, or obtained from, the customer and computer.
	Handle difficult situations.
	Complete the call.
Sales (CBT)		0	0	0
Objectives	Choose the best product for the customer by utilizing an Insurance Summary.
	Identify and complete an Insurance Comparison Form.
	Select the appropriate information requested by the customer by utilizing the Interest Rate Chart and the Product Information Chart as reference tools.
	Politely process a customer’s request.
	Handle irate callers.
	Demonstrate how to complete a call.
	Write a Service Response Letter based on information provided by a customer’s Service Request Form, the Customer Service Manual, and the Service Response Letter Job Aid.
	Choose the appropriate product based on information obtained from the customer, the computer screen, and job aids.
Managing Difficult Situations		0	0	0
Objectives	Recognize difficult customer situations.
	Describe the MY-M.C.T.A. process: Manage Yourself, Manage the Customer, Take Action.
	Utilize the L.E.A.R.N. Model: Listen Effectively, Encourage emotions, Ask questions, Reflect, and Navigate.
	Take action in solving the problem and follow through in an effective and professional manner.
Serving the Multicultural Customer		0	0	0
Objectives	Identify multicultural customers.
	Identify some of the needs and expectations of multicultural customers.
	Describe benefits of providing meaningful customer service across cultures.
	Discuss how cultural values and expectations affect the interaction between the customer service provider and the customer.
	Identify barriers that get in the way of providing exceptional multicultural customer service.
Simulations and Assessment		0	0	0
Objectives	Review the customer contact skills developed in the following modules: Customer Service: Face-to-Face; Critical Thinking; Telephone Service Skills; Sales Skills; and Managing Difficult Situations.
	Demonstrate customer contact skills to achieve customer satisfaction during simulated service role plays.
	Verify that an adequate level of skill and knowledge has been acquired to deliver excellent customer service.

Suggested Resources

Media Print Audio/Visual Web Other	Note: Please adhere to the APA Formatting and Style Guidelines. Examples: Author, A. A. (Year of publication). Title of work: Capital letter also for subtitle. Location: Publisher. Duncan, G.J., & Brooks-Gunn, J. (Eds.). (1997). Consequences of growing up poor. New York: Russell Sage Foundation.
	Georgia Quickstart Certified Customer Service Specialist Implementation Guide

Posted: 12/02/09