ࡱ> ;=:c bjbj B+QbQb lllll8</#H"""""""$w$-'"l"ll"^ll"" "V"b+{(""""0/#*",''V"'lV"DZ=@}4l""/#' B 2:  GROSSMONT COLLEGE Official Course Outline BUSINESS 148 CUSTOMER RELATIONS MANAGEMENT 1. Course Number Course Title Semester Units Semester Hours BUS 148 Customer Relations 1.5 1.5 hours lecture: 24-27 hours Management 48-54 outside-of-class hours 72-81 total hours 2. Course Prerequisites None. Corequisite None Recommended Preparation None 3. Catalog Description This course is designed to provide the student with certain key skills and attitudes necessary to meet effectively the needs of customers. The student will be introduced to the concept of internal and external customers, customer satisfaction and customer retention. Topics will also include communicating with customers, developing a positive attitude, handling complaints and sales skills. 4. Course Objectives The student will: a. Assess influence of values and attitude on quality customer service. b. Analyze the importance of consistency of employers and employees values. c. Define professionalism as it relates to customer service. d. List key skills in order to effectively meet the customer needs. e. Practice valuable communication and listening techniques. f. Contrast the impact of positive customer service with poor customer service. g. Handle complaints from customers in a positive way. h. Understand the key components of customer relations management, particularly in food service businesses. 5. Instructional Facilities Standard classroom. 6. Special Materials Required of Student None. 7. Course Content a. What basic values influence attitude in the workplace? b. What is professionalism as it relates to customer service? BUSINESS 148 CUSTOMER RELATIONS MANAGEMENT page 2 7. Course Content (continued) c. What is customer service? 1) Why customer service is important. 2) Why we need it. 3) What is the difference between good customer service and great customer service? 4) Customer satisfaction. 5) Going beyond expectations. d. Who are your customers? 1) Internal customers. 2) Serving internal customers. 3) External customers. 4) Team effort in customer service. e. Customer retention. 1) The importance of customer service and customer loyalty. 2) The value of long term customers. 3) Making things right for your customer. 4) Empathy. f. Communication. 1) How to be a better listener. 2) Active listening. 3) Nonverbal communication. 4) Telephone communication. g. A positive attitude contributes to success. 1) What is attitude? 2) Developing a positive attitude. 3) Making customers feel special. 4) Handling stress. h. Customer interaction. 1) Handling complaints. 2) Dealing with upset customers. 3) Winning back unhappy customers. 4) How to satisfy without over-promising. 8. Method of Instruction a. Lecture. b. Individual and group problem solving. c. Case analysis. d. Role playing and classroom simulations. 9. Methods of Evaluating Student Performance a. Analysis of written material. b. Oral and written case analysis. c. Class participation. d. Final exam. 10. Outside Class Assignments Observe customer service in an outside business, such as in a hotel, restaurant, or tourist enterprise, and prepare a written report evaluating the quality of service. BUSINESS 148 CUSTOMER RELATIONS MANAGEMENT page 3 11. Texts a. Required Text(s): Martin, William B. Quality Customer Service. Menlo Park, CA: Crisp Publications, latest edition. b. Supplementary texts and workbooks: None. Addendum: Student Learning Outcomes Upon completion of this course, our students will be able to do the following: Identify and demonstrate skills and attitudes necessary to provide excellent customer relations. Describe how communicating with customers can improve customer relations by defusing angry situations and handling complaints effectively and efficiently. Recognize the concept of internal and external customers, customer satisfaction and customer retention. Date approved by the Governing Board: 4/02   ,.\ano{|   # 7 ? @ L S k q v  , & %>"&+CEVph+hG8>*OJQJh#:h6X6OJQJhG8OJQJh#:>*OJQJh#:OJQJh#:h6X>*OJQJh#:h#:>*OJQJh6X>*OJQJh6XOJQJ=-./\]  8 9 ? @ L M  d*$^ d*$  `$d*$  `x$d*$ 'd*$ d*$ d*$M R S k l q r   - . A  \ #  *T*d*$^*` Dd*$^`D d*$ d*$^ J& 'd*$gd#: *T*d*$^*`gd#: *T*d*$^*`&;#<bz ,Ne 1Ga{ *T*d*$^*`{  BU !?@ *TDd*$^`D *T*d*$^*` !",-CLJ & F1$gdG8`gdG8gdG8 T>d*$^`>gdG8 'd*$gd#: *T*d*$^*`KL̺ h|9CJjh|9Uh|9jh|9CJUh OJQJh6XOJQJhG8OJQJh*.hG8OJQJ^Jhis=hG8OJQJ^JhG8OJQJ^Jd *T'*d*$^*` *T*d*$^*`@....()()))()00P8$:p#:BP/ =!`"`#$%88 Dp!s2 0@P`p2( 0@P`p 0@P`p 0@P`p 0@P`p 0@P`p 0@P`p8XV~ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@_HmH nH sH tH D`D Normal1$OJQJ_HmH sH tH DA D Default Paragraph FontViV  Table Normal :V 44 la (k (No List 8+8  Endnote TextCJ>*> Endnote ReferenceH*::  Footnote TextCJ@&!@ Footnote ReferenceH*NN TOC 1) $ 0*$]^`0JJ TOC 2% $ 0*$]^`0JJ TOC 3% $ p0*$]^p`0JJ TOC 4% $ @ 0*$]^@ `0JJ TOC 5% $ 0*$]^`0BB TOC 6 $0*$^`0:: TOC 70*$^`0BB TOC 8 $0*$^`0BB TOC 9 $ 0*$^`0N N Index 1% $ `*$]^``N N Index 2% $ 0*$]^`0>.>  TOA Heading *$ $.". CaptionCJ:/: _Equation CaptionPK![Content_Types].xmlN0EH-J@%ǎǢ|ș$زULTB l,3;rØJB+$G]7O٭Vc:E3v@P~Ds |w< *  M &{ 8@0(  B S  ?TTTTTT s s   } =*urn:schemas-microsoft-com:office:smarttags PlaceName=*urn:schemas-microsoft-com:office:smarttags PlaceType9*urn:schemas-microsoft-com:office:smarttagsplace8*urn:schemas-microsoft-com:office:smarttagsCity9*urn:schemas-microsoft-com:office:smarttagsState  % , 3>p& " E W W X >p& " E E W W AX1Table'WordDocumentB+SummaryInformation(*DocumentSummaryInformation82CompObjr  F Microsoft Word 97-2003 Document MSWordDocWord.Document.89q