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Course: MGT126 First Term: 2018 Fall
Final Term: Current
Final Term: 9999
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Lec + Lab 3.0 Credit(s) 3.0 Period(s) 3.0 Load
Credit(s) Period(s)
Load
Subject Type: OccupationalLoad Formula: T - Lab Load |
MCCCD Official Course Competencies | |||
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1. Identify and use techniques to determine and manage internal and external customer expectations and service delivery requirements. (I)
2. Identify and use the basic techniques for measuring and monitoring customer services. (II) 3. Use gap analysis to determine where service break downs occur in the workplace. (II) 4. Explain benchmarking and demonstrate how to set performance standards and criteria for service quality excellence. (II) 5. Identify and use the basic tools and techniques for improving customer service. (III) 6. Identify and use effective interpersonal communication skills in a variety of professional situations.(IV) 7. Identify, explain, and use skills and techniques that demonstrate your personal commitment to service quality. (V) | |||
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements. | |||
MCCCD Official Course Outline | |||
I. Managing the Service Delivery System
A. The Internal Customer B. The External Customer C. The Importance of Customer Satisfaction D. The Importance of Customer Retention E. Cross-selling and Upselling II. Measuring and Monitoring the Service Experience A. Flow Charting B. Development and Use of Service Blueprints 1. Work Processes 2. Service Delivery System C. Use of Gap Analysis to Determine Service Breakdowns D. Benchmarking Quality Service III. Tools and Techniques for Improving Customer Service A. Survey Design B. TQM Measuring and Performance Tools IV. Interpersonal Communication and Cultural Diversity A. Quality Telephone Service B. Learning Styles C. Dealing with Challenging People D. Group Dynamics V. Personal Commitment to Service Quality A. Rapport and Building Trust B. Body Language and Eye Contact C. Listening Skills D. Appearance and Demeanor | |||
MCCCD Governing Board Approval Date: 4/23/1996 |