MNA 1751 - Customer Service I: Developing A Spirit of Customer Service

Hospitality and Tourism Department

Credit(s): 1
Contact Hours: 16
Effective Term Fall 2008 (400)

Course Description

This course is designed to assist those who deal with clients either face-to-face or through electronic media. Students will 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.

Learning Outcomes and Objectives

  1. The student will demonstrate proper listening and questioning techniques in order to identify the needs of a customer by:
    1. recognizing effective listening skills.
    2. discussing questioning techniques appropriate for the product(s) or service(s) represented.
    3. using appropriate listening and questioning techniques leading to the identification of customer needs.
  2. The student will utilize a communication model to effectively interact with difficult customer situations by:
    1. identifying an appropriate response to a complaining customer.
    2. demonstrating an appropriate sequence of responses to a difficult customer.
  3. The student will utilize assertiveness and stress management techniques to deal with conflicts and crises that arise from customer interactions by:
    1. writing an appropriate assertive response given a specific conflict situation.
    2. choosing an appropriate stress management technique useful for coping with specific crisis or conflict situations.
    3. summarizing how assertiveness and stress management techniques are useful in effectively dealing with difficult situations.
  4. The student will comprehend the importance of customer service in the organization or business he/she represents by:
    1. discussing the role of the customer service department in relation to the specific organization or business.
    2. describing how changes in his/her behavior can affect the satisfaction of customers.

Criteria Performance Standard

Upon successful completion of the course the student will, with a minimum of 70% accuracy, demonstrate mastery of each of the above stated objectives through classroom measures developed by individual course instructors.

History of Changes

DBT 10/20/88 Effective 10/24/88 SCN Change 11/14/88 Effective Session 19883 3 YR C&I Review 8/94 3 Year Review 9899. Eff 20032. Flexible Access 20071. 3 Year Review 2008.
C&I Approval: 10/28/2003, BOT Approval: 11/16/2003, Effective Term: Fall 2008 (400)

Related Programs

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  2. Food and Beverage Management (FBM-CT) (535) (Active)
  3. Food and Beverage Management Specialist (FBS-CT) (535) (Active)
  4. Hospitality and Tourism Management (HMGT-AS) (640) (Active)
  5. Rooms Division Management (RDM-CT) (535) (Active)
  6. Rooms Division Operation (RDO-CT) (535) (Active)
  7. Rooms Division Specialist (RDS-CT) (535) (Active)
  8. Rooms Division Specialist (RDS-CT) () (Draft)