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Managing Customer Service
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Managing Customer Service: Syllabus
Managing Customer Service: Syllabus

Course Description for Managing Customer Service:

The purpose of the course is to give students a thorough understanding of the principles of economics that are applied to the functions of individual decision makers, both consumers and producers, within the larger economic system.

Topics and Lessons for Managing Customer Service:

  1. Chapter 1- What is Customer Service?
  2. Chapter 2- The Challenges of Customer Service
  3. Chapter 3- Problem Solving
  4. Chapter 5- Empowerment
  5. Chapter 6-. Communications in Customer Service
  6. Chapter 7- Coping with Challenging Customers
  7. Chapter 8- Motivation
  8. Chapter 9- Leadership in Customer Service
  9. Chapter 10- Customer Retention and Measurement of Satisfaction
  10. Chapter 11- Technology and Customer Service

Objectives for Managing Customer Service:

  • Understand effective methods and strategies for creating excellent customer service.
  • Understand the challenges and problem solving methods of customer service.
  • Understand the communications in customer service.