BT 230 Organization Performance and Customer Service

1. Define customer service and the impact on the overall performance and vitality of an organization. 
2. Apply strategies and training methods for developing, maintaining, and promoting positive customer-friendly service. 
3. Avoid language that could send a negative message and harm the customer relationship. 
4. Create customer relationships with diverse customer groups through recognizing behavioral styles, listening, and effectively using and responding to verbal and nonverbal cues. 
5. Explain the extent to which customer service is facilitated by the effective use of technology, such as telephone, voice mail, email, Internet, facsimile, and mobile devices with apps. 
6. Use customer friendly tone and grammar when communicating with customers via writing and other methods. 
7. Choose and apply emotion-reducing and problem-solving models in handling difficult and complex internal and external customer situations. 
8. Recognize potentially stressful and dangerous situations and develop techniques for reducing stress and increasing safety. 
9. Identify, select, and apply strategies for preventing customer dissatisfaction and enhancing loyalty while serving diverse customer groups.

• Customer Service
  • Definition
  • Role and impact
    • Purpose
    • Marketing
    • Profitability
    • Morale
    • Internal relationships
• Strategies for Positive, Customer-Friendly Service
  • Verbal and nonverbal communication with customers
  • Listening to the customer
  • Training methods
• Customer and Service-Provider Behavior
  • Behavioral styles
  • Nonverbal cues
  • Multicultural communication
• The Use of Technology in Effective Customer Service
• Proper Tone and Grammar in Written and Other Methods of Communication
• Handling Difficult, Complex, Stressful, and Dangerous Customer Encounters
• Serving Diverse Customer Groups
• Managing Stress and Time
• Customer Satisfaction and Loyalty