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Center for Curriculum and Transfer Articulation
Customer Service Skills and Strategies
Course: MGT126

First Term: 1996 Fall
 Lec + Lab   3 Credit(s)   3 Period(s)   3 Load  
Subject Type: Occupational
Load Formula: S


Description: Explores strategies to help improve job performance and develop a service-oriented philosophy. Uses practical training concepts and techniques to demonstrate how superior customer service can lead to competitive advantage and profitability in business. Focuses on both internal and external customers, interactions among people, processes, and systems within the organization and how to integrate these areas into a total quality delivery program



MCCCD Official Course Competencies
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

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.