MCCCD Program Description

Quality Customer Service

Course: CSM101

First Term: 2006 Fall

Lecture 3 Credit(s) 3 Period(s) 3 Load
Subject Type: Occupational
Load Formula: S

Description: Examines the nature of quality customer service and the attitudes, knowledge, and skill needed to work effectively in a quality customer service environment. Foundation skills for quality customer services are taught, applied, and practiced

MCCCD Official Course Competencies
1. Explain how to increase market share in an increasingly competitive and global economy. (I) 2. Explain how market share is lost through customer dissatisfaction. (I) 3. Define the parameters of quality customer service and the attitudes, knowledge and skills needed to create and maintain a quality customer service orientation. (I) 4. Describe how a customer service focus is reflected in an organization`s/company`s mission and vision and its products and processes. (II) 5. Develop a personal vision congruent with a customer orientation vision. (II, III) 6. Describe ways to create customer satisfaction internally. (II, III) 7. Demonstrate basic and specific customer service skills. (III) 8. Describe self-management skills valuable to working in a quality customer service environment. (III) 9. Assess personal attitude, knowledge, and abilities in relationship to those needed in a quality customer service environment. (III) 10. Develop a personal plan for implementing quality customer service fundamentals in a work situation. (I-III)
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. Quality Customer Service A. Past, Present, and Future: US/Global Economy 1. Customer Market Trends a. Mature Market Strategies b. Customer Dissatisfaction 2. Future Projections 3. Comparisons/Criteria B. Scope and Methodology 1. Customer Orientation (Internal and External) 2. Systems Focus 3. Measurement/Feedback Focus 4. Team Approach 5. Continuous Improvement (Process and Product) 6. Changing Basic Beliefs and Habits II. The Customer Oriented Company/Organization A. Mission and Vision B. Products (Internal and External) C. Processes (Internal and External) D. Case Studies and Application III. The Customer Oriented Employee A. Attitude 1. Toward Self 2. Toward Fellow Employees (Internal Customer Satisfaction) 3. Toward Organization/Company B. Customer Service Basics 1. Projecting a Positive Attitude/Professional Image a. Beliefs and Attitudes b. Appearance c. Body Language d. Voice Tone 2. Customer Connection a. Moments of Truth b. Timeliness and Responsiveness c. Basic Customer Needs d. Specific Customer Needs (Industry Specific) e. Anticipating Needs f. Listening and Attending g. Flexibility 3. Responding to Customer a. Sending Clear Messages b. Handling Difficult Customers c. Solving Problems 4. Maintaining Customer Satisfaction a. Obtaining Feedback b. Service Recovery (Handling Complaints) c. Follow-Up C. Specific Customer Service Skills 1. Telephone Techniques 2. Effective Selling D. Self-Management Skills 1. Self-Confidence/Self-Esteem 2. Organizing Work Activities 3. Stress Management 4. Continuous Self-Improvement 5. Job Performance Tracking E. Application

MCCCD Governing Board Approval Date: 6/27/2006

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.