COURSE NAME:  MKT201 Practical Customer Services

Course Description (Detailed Syllabus is released upon registration)

Students will learn the essentials of customer service.  Upon completion of this course students will be able to: 1) explain the role appearance, first impressions, and proper telephone and e-mail etiquette plays in customer relations, 2) describe the methods and techniques for effective communication with customers and to build long lasting relationships by satisfying the customer’s needs, 3)  discuss the techniques and strategies for handing difficult customers especially by maintaining proper calm, poise, composure, and 4) outline the requirements needed to succeed and manage a customer service department including the customers first and customer is always right. 

Prerequisites

None

Required Resource Purchases

Textbook’s name, author’s name, and the ISBN will be released to the students upon registration.  . 

Software and additional resources, including author’s name and the ISBN will be released to the students upon registration.   

Additional Materials for Learning

Access to a printer or printing shop such as FedEx Kinko’s

Access to high speed Internet and a reliable computer

E-mail account that will be checked daily

Course Grading and Policies

Points from:  Lessons, Assignments, Tests, Classroom Discussion, and Course Portfolio are factors in grade point calculation.

A = 90% – 100%, B = 80% – 89%, C = 70% – 79%, D = 60% – 69%, F = 59% and Below.

Late Assignment Policy: If unable to complete assignments or tests on time, please contact your instructor before the due date.Assignments or tests submitted after the due date without appropriate excuse and pre-approval will receive a zero score.

Award Upon Completion

The student will receive three credit hours upon completion of this course.