MNA 1760 CUSTOMER SERVICE II: DEVELOPING EXCEPTIONAL CUSTOMER SERVICE 1 credits

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.