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Aug 14, 2024
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2023-2024 Yavapai College Catalog [PREVIOUS CATALOG YEAR]
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MGT 385 - Customer Relations and Service Management
Description: An in-depth study of the methods and techniques employed by various industries to accomplish effective and efficient customer service operations. Includes the business facets of human resource management and customer relationship management within any business environment.
Prerequisites: Program Admission. ACC 131, BSA 131, CSA 110, ECN 232, and ECN 236.
Credits: 3
Lecture: 3
Lab: 0
Course Content:
- Associating customer needs with customer service
- Developing extraordinary customer service
- Communication modes and techniques
- Dealing with difficult customers
- Customer relationship management
Learning Outcomes:
- Compare the elements of a service culture and what separates average and excellent customer service. (1, 2)
- Appraise consumer behaviors and needs as they relate to customer decisions. (1, 4)
- Examine factors that help better serve a diverse customer base. (3)
- Assess trust factors to build and maintain quality service. (5)
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