Skip Navigation

Course Descriptions and Outlines

We offer 706 courses at Northwest Technical College. Select a subject below to get a listing of the courses in that subject. Click on a course to see the description and detailed information about the course. To see when these classes are available to take, please see the Current Class Schedule.



Select a subject: or View Subject List

MKTG 1108

Customer Relations Mgmt

Credits: 3

Description: Customer service can determine a company's success or failure. Customer service skills can determine an employee's success or failure. This course covers the skills necessary for an individual to build and maintain good relationships with internal and external customers and the role the customer service team plays in developing, evaluating, and improving customer service systems. Prerequisite(s): None

Credit Breakdown: 3/0/0 (Lecture/Lab/On the job training)


Outline

This course should help you gain the following abilities and competencies.

Core Abilities

  1. Demonstrate effective communication/interaction skills.
  2. Demonstrate self-development skills.
  3. Demonstrate thinking/active learning skills.

Competencies

  1. Describe exceptional customer service methods
  2. Analyze retention/loss/life-time value of customers
  3. Explain service recovery/follow-up techniques
  4. Handle challenging customer service situations
  5. Develop techniques/strategies for exceeding customer expectations
  6. Explain customer input/feedback methods
  7. Explain customer service management strategies
  8. Develop customer relationship/loyalty strategies
  9. Analyze technological service trends
  10. Explain service delivery stress reducers/prevention
  11. Demonstrate customer focused communications
Last Updated: 2011-05-23
Feedback about this page Feedback: happy, indifferent, sad?