Course List


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MNA

MNA 1751   CUSTOMER SERVICE I: DEVELOPING A SPIRIT OF CUSTOMER SERVICE

credits: 1  
This course is designed to assist those who deal with clients either face-to-face or on the telephone through electronic media. Students will improve their interpersonal communication skills to increase their productivity and the quality of service rendered. The course will focus on the aspects of dealing with customer complaints, serving difficult customers, meeting the individual needs of each customer, examine the role of customer service as a competitive business strategy, explore the role of communication in building customer relationships, and be introduced to techniques for dealing with difficult customer situations including challenges that can be produced by generational, linguistic and cultural diversity. 16 contact hours.

MNA 1760   CUSTOMER SERVICE II: DEVELOPING EXCEPTIONAL CUSTOMER SERVICE

credits: 1  
Prerequisite: MNA 1751 or program director approval. This course is designed to develop increased proficiency with the skills and behaviors necessary to delivery quality customer service in even the most difficult situations. Participants will explore and classify levels of customer service, learn the value of consistently exceeding customer expectations, recognize different communication styles customers may have, practice techniques for handling objections and asking for feedback, reinforce active listening skills, use probing questions to identify additional service opportunities. Participants will also be introduced to basic phone selling skills. 16 contact hours.

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