Customers' Service Management (TUOL0058), 3 op

Perustiedot

Esitietovaatimukset

Sisältö (ydinaines ja -osaaminen)

Course is part of the Technology Business Module.

Connect With Professional Service
- Describe the factors that influence a customer's perception of service
- Describe the role of voice tone in communication success
- List indicators of successful communication
- List the factors of effective listening
- Demonstrate paraphrasing techniques
- Describe how to set and manage customer expectations
- Explain the value of a complaint
- Identify communication preferences

Sisältö (täydentävä ja erityisosaaminen)

- Communicate effectively
- Describe a professional greeting and manner that conveys respect and caring
- Conduct professional holds and transfers
- Write an example of complete call documentation and email correspondence

Manage the Call
- List four types of questions used to maintain call control
- Provide responses to difficult customer questions truthfully and without jeopardizing the customer's positive perceptions

Manage the Customer
- Identify difficult customer characteristics and tactics to work with them
- Employ techniques to manage customer anger
- Differentiate between positive and negative trigger phrases
- List steps in professionally saying no to a customer
- Follow handoff procedure in escalating a call

Tiedolliset oppimistulokset (ydinaines ja -osaaminen)

Objectives
The Service Representative course introduces customer service professionals to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principle, line of contact with customers, this professional has a unique and challenging opportunity to influence customer perception and loyalty. The course teaches critical skills in professionalism: communication, management of the call, the customer, and job stress as well as service cross selling in the onsite class.

Taidolliset oppimistulokset (ydinaines ja -osaaminen)

Kirjallisuus ja muu materiaali

Excellence in Business Communication, John V. Thill and Courtland L. Bovee ? Prentice Hall

Opetusmenetelmät

Lectures 28 h
Assignments 20 h
Project 20 h
Student individual workload 12 h
Total 80 h

Opiskelijan kuormittavuus

Arvioinnin perusteet

The course teaches the same content in different order to accommodate differences in teaching modes. The instructor led class includes role-plays and group exercises for each module. The online course uses real world exercises to reinforce and apply concepts.

Koulutusohjelmakohtaiset kompetenssit

Kansainväliset valmiudet (T)
Yritystoiminnan periaatteiden osaaminen
Kokonaisvaltainen organisaatioiden kehittämisosaaminen
Tiedonhankinnan valmiudet ja uuden tiedon seuraaminen ja soveltaminen (T)
Yrittäjyyden, liiketoiminnan ja johtamisen osaaminen (T)