Course Snapshot for MAR160 - Customer Service
The information listed below is subject to change. Please review the course syllabus within your online course at the start of class.
Course Competencies
The competencies you will demonstrate in this course are as follows:
- Explain the importance of customer service.
- Demonstrate effective communication skill face-to-face, via telephone, email, etc.
- Evaluate the impact of effective customer relationships and customer loyalty.
- Develop interpersonal communication skills.
- Analyze Customer Service and how it relates to consumer behavior.
- Discuss social and cultural traditions/perceptions of customer service.
- Assess the causes of service breakdown and the recovery process.
- Analyze customer service from the consumer perspective.
- Demonstrate the ability to meet challenges and changes in customer service.
Module Outcomes Mapped to Competencies
Module 1 Learning Outcomes |
Mapped to Course Competencies (above) |
| Define customer service. | 1 |
| Compare examples of customer service. | 1,3,5,8 |
| Generalize the five needs of every customer. | 5, 8 |
| Determine what contributes to customer perceptions. | 1, 8 |
| Consider trends in customer service. | 9 |
Module 2 Learning Outcomes |
Mapped to Course Competencies (above) |
| Generalize the problem-solving process. | 1, 5, 8, 9 |
| Demonstrate negotiation skills. | 2, 5, 9 |
| Apply the problem-solving process. | 1-9 |
| Identify examples of the influence of culture in the organization and in the customer service provided. | 6 |
Module 3 Learning Outcomes |
Mapped to Course Competencies (above) |
| Identify and use the five main methods of communication. | 2-9 |
| Demonstrate negotiation skills. | 2,3, 9 |
| Apply the problem-solving process. | 1-9 |
Module 4 Learning Outcomes |
Mapped to Course Competencies (above) |
| Explain the value of retaining customers. | 1, 3, 5, 7, 9 |
| Evaluate effectivness in meeting customer needs. | 1, 3, 4, 6, 7, 9 |
| Evaluate the importance of availability, accessibility, and accountability to meet the needs of the twenty-first century customer. | 2, 5, 6, 7, 8, 9 |
| Identify the strengths and weaknesses of the technology used by companies. | 2m 4, 7, 8, 9 |
Module 5 Learning Outcomes |
Mapped to Course Competencies (above) |
| Detail examples of active companies that are succeeding in outstanding customer service. | 3, 5 |
| Construct a customer service plan which analyzes practices of a company and purposes recommendations. | 1 - 9 |
Course Time Commitment and Expectations
For every credit hour, students should plan to spend an average of 2-3 hours per week for course-related activities in a 15-week course. For example, a 3 credit hour course would average an average 6-9 hours per week to read/listen to the online content, participate in discussion forums, complete assignments, and study the course material. For 10 and 6-week courses, the amount of time per week will be higher so all course competencies, module outcomes, and assignments will be covered.
Aside from typical reading assignments, this course has the following (Please Note: This list is subject to change based on the discretion of the instructor facilitating this course.):
| Assignment | Points |
|---|---|
| Discussions (10 @ 30 points each) | 300 |
| Assignments (8 @ 50 points each) | 400 |
| Final Project - Customer Service Plan | 200 |
| TOTAL | 900 |
CCCOnline Course Quality Commitment
CCCOnline goes to great lengths to assure the quality of your online learning experience. You can expect the following from our courses:
- All CCCOnline courses are developed by content experts and a professional team of instructional designers.
- CCCOnline courses are built with a template that assures accessibility and Quality Matters Design Standards.
- There is navigation consistency across all CCCOnline courses.
- Most of our courses come with illustrative models and videos to enhance learning concepts.