BUS203: Customer Service, Radical Hospitality & Servant Leadership

Course Description

This course provides a comprehensive exploration of the customer service profession and the essential skills required to excel in it. The course delves into the definition and evolution of customer service, emphasizing the importance of understanding both internal and external customers. Students will learn crucial communication techniques, including verbal and nonverbal communication, as well as active listening skills, to effectively interact with diverse customer bases. Furthermore, the course addresses strategies for building and maintaining strong customer relationships, understanding customer behavior and different behavioral styles, and effectively navigating service breakdowns and ensuring successful service recovery. Finally, it explores the role of technology in customer service and emphasizes techniques for encouraging customer loyalty and retention, all within the context of creating a customer-focused environment.

Course Objectives

After completing this course, you will be able to:

1. Explain the fundamental principles and the evolving landscape of the customer service profession.
2. Demonstrate effective verbal and nonverbal communication techniques to build rapport and address customer needs.
3. Apply active listening strategies to accurately understand customer inquiries and concerns.
4. Analyze different customer behavioral styles to adapt communication and service approaches for improved interactions.
5. Develop proactive strategies for managing service breakdowns and implementing effective service recovery techniques.
6. Identify key elements for fostering customer loyalty and implementing strategies to enhance customer satisfaction and retention.

Syllabus

Course Materials & Tuition