Business 261 Exceptional Customer Service

Course Objectives

Explore key skills to better meet the needs of your customers. Participants will be introduced to the concepts of internal and external customers, customer satisfaction, and customer retention. Topics will also include communicating with customers, developing a positive attitude, handling complaints, and sales skills.

Course Content 

• What is exceptional customer service?
• Internal and external customers
• Valuable communication and listening techniques
• Handling complaints from customers in a positive way
• Key elements of customer satisfaction and customer retention
• Developing a customer service action plan

Methods of Instruction

• Class discussion and participation
• Experiential learning activities
• Individual and group problem solving 
• Case analysis
• Lecture
• Video presentation

 Additional Information 

• Each course is 9 hours 
• Participants will receive 1/2 unit of college credit per course

Sacramento City College
3835 Freeport Boulevard · Sacramento, California 95822
This page was last updated: Thursday, August 21, 2008 at 9:47:03 AM