| Module Title: | Managing Customer Service |
|---|---|
| Module Number: | BUSN258.7 |
| Module Description: | Customer Service for New Managers provides participants with a solid overview of best-practices in customer-relations, enabling them to recognize and apply such practices. Participants are introduced to interpersonal relationship and communication skills, such as how to listen, resolve conflict, and convert dissatisfied customer interactions into sales and loyalty. Participants enrolled in this module will identify and analyze customer service and support events that could influence customer satisfaction. |
| Module Prerequisites: | N/A |
Syllabus
Module Information
Course Specific Requirements
Enter content here, if necessary.
Textbooks and Resources
Required Textbooks
The following books are required for this course:
Customer Service: Career Success Through Customer Loyalty
6th Edition
by Paul R. Timm
2014 Pearson
.
E-book Details
If you are a Chamberlain student, you must purchase your books through the bookstore before the eBook links above will function.
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Module Objective
DeVry University course content is constructed from curriculum guides developed for each course that are in alignment with specific Terminal Course Objectives. The Terminal Course Objectives (TCOs) define the learning objectives that the student will be required to comprehend and demonstrate by course completion. The TCOs that will be covered in detail each week can be found in the Objectives section for that particular week. Whenever possible, a reference will be made from a particular assignment or discussion back to the TCO that it emphasizes.
Given the structures for customer service and support, identify and analyze events that could influence customer satisfaction.
Given a case study involving interpersonal conflict, analyze the nature of the conflict and evaluate the skills that are most effective in managing such conflict.
Lab Schedule
Section 1
None
Citrix
RKON
Skillsoft
Toolwire
WebServer
ACC COMAT
ACC NonCOMAT
CWP
EDUPE (MySQL)
Section 2
None
Citrix
RKON
Skillsoft
Toolwire
WebServer
ACC COMAT
ACC NonCOMAT
CWP
EDUPE (MySQL)
Section 3
None
Citrix
RKON
Skillsoft
Toolwire
WebServer
ACC COMAT
ACC NonCOMAT
CWP
EDUPE (MySQL)
Section 4
None
Citrix
RKON
Skillsoft
Toolwire
WebServer
ACC COMAT
ACC NonCOMAT
CWP
EDUPE (MySQL)
Section 5
None
Citrix
RKON
Skillsoft
Toolwire
WebServer
ACC COMAT
ACC NonCOMAT
CWP
EDUPE (MySQL)
Section 6
None
Citrix
RKON
Skillsoft
Toolwire
WebServer
ACC COMAT
ACC NonCOMAT
CWP
EDUPE (MySQL)
Week 7
None
Citrix
RKON
Skillsoft
Toolwire
WebServer
ACC COMAT
ACC NonCOMAT
CWP
EDUPE (MySQL)
Module Schedule
| Theme | Readings | Activities |
|---|---|---|
| Module 7 Managing Customer Service | Chapter 13: Influencing Others to Give Great Service | Quiz Check Your Understanding (not available in all modules) |