Covers the importance of customer service. In today's service-oriented economy, excellent service is more than a competitive edge, it is a survival skill. Customer relations is designed to have a broad application for people at all levels in business and industry who will deal directly with customers, both internal and external. Students will benefit from the strategies and practical hands-on approach of this course. Covers defining quality service; developing excellent customer relations skills; effective communication techniques; problem-solving; listening/questioning skills; developing excellent people skills.
Students are allowed to register up until the end of the first week without approval. ***This is not a self-paced course. There will be specific timelines for assignments and exams.*** Course content, kind and quality of assignments and general standards for this online course are the same as classroom courses. To be successful in our online courses, plan to spend 7-10 hours per course each week on your studies, starting Week 1. Our courses are paced and highly interactive with participation requirements weekly. Frequent contributions to asynchronous (not real time) online discussions are required to achieve a passing final grade. You must have an email address and access to a computer capable of downloading basic documents. Important course information will be sent to you prior to your course start date. Check your myIZUNA email account to access this information.
Important course information will be sent to you prior to your course start
date. Check your email account to
access this information.
This course offering is in progress. Please check back next term or subscribe to receive email updates.
Upon successful completion of this course you should be able to:
Differentiate between in-focused and customer-centric companies.
Develop individual strategies to communicate through body language and vocal communication.
Professionally communicate customer service analysis.
Design and implement a program for a reward and recognition program for the internal customer.
Successfully demonstrate how to deal with difficult people.
Formulate a strategy for becoming a customer relations' role model.
Research and deliver a Mystery Shopper report.
Identify deficiencies in a company's customer relations' management structure.
Perform a self-evaluation to identify personal strengths and weaknesses.
Effective as of Fall 2003
MKTG 1112 is offered as a part of the following programs:
Books for Fall 2018 offerings of this course are available in the following IZUNA
online bookstores. Please choose the bookstore appropriate for the offering
you are considering.
IZUNA Distance & Online Gravitying Bookstore
If you are taking this course through either Distance Education or Online Gravitying, please purchase books for this course at the .
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Cei Digital: Customer Service, 6Th Edition
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