MCCCD Program Description

Small Business Customer Relations

Course: SBS214

First Term: 1996 Fall

Lecture 1 Credit(s) 1 Period(s) 1 Load
Subject Type: Occupational
Load Formula: S

Description: Developing and improving customer relations for the small business. Planning and delivering quality customer service. Includes topics on attitude of employees, customer perceptions and motivations, handling customer dissatisfaction, and developing customer, supplier, vendor, and distributor loyalty

MCCCD Official Course Competencies
1. Describe how customer perceptions of a business are formed and identify key strategies for improving customer perception. (I) 2. Describe methods to improve customer perceptions and attitudes toward a business. (II) 3. Identify four reasons why people buy. (III) 4. Determine strategies for dealing with dissatisfied customers in a business. (IV) 5. Create a plan for retaining customers and developing customer loyalty for your business. (V) 6. Identify key strategies for improving vendor and supplier relationships for your business. (VI)
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. Developing/DealingWlth Customer Perception A. Causes of Initial Impressions B. Improving Customer Perceptions II. Understanding/Changing Customer Attitudes A. Perception vs. Attitudes B. Communications C. Advertising D. Selling III. Customer Motivation II. Understanding/Changing Customer Attitudes A. Perception vs. Attitudes B. Communications C. Advertising`s Role in Perception Building D. Selling Strategies for Customer Retention III. Customer Motivation A. Why Customers Buy B. Directing Customer Motivation IV. Dealing with Customer Dissatisfaction A. Sources of Dissatisfaction B. Varieties/Differences in Customer Personalities C. Techniques for Dealing with Dissatisfaction V. Developing Customer Loyalty A. Why Customers Return B. Techniques to Develop Loyalty VI. Building Vendor/Supplier Loyalty A. Importance of Supplier/Vendor Loyalty B. Strategies for Building Loyalty and Cooperation C. Joint Project Ideas

MCCCD Governing Board Approval Date: 10/24/1995

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.