BUS 209: Introduction to Customer Service (for Sales, Customer Support and Business)
Issued by
Year Up
The course familiarizes students with foundational concepts, processes, and strategies used to successfully provide customer service experiences as part of a sales, customer support or business team; practice navigating customer engagement situations and building rapport; identifying the needs/challenges of the customer, and researching and effectively communicating a solution; and navigating engagements with challenging customer behaviors, and when and how to escalate a customer issue.
Additional DetailsEarning Criteria
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The methods of assessment include quizzes, case studies, written papers, performance checklists (rubrics), examinations, and presentations with a minimum passing score of 70 percent.
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The methods of instruction include audiovisual materials, case studies, laboratory, discussion, computer-based training, practical exercises, learner presentations, lectures, and classroom exercises.