Course Overview
Provides an overview of what constitutes the area of customer service. Designed to cover customer service from a strategic perspective and will cover such things as corporate image, personal presentations, customer interaction, customer definition, service definition and industry trends. Focuses on the importance of selecting, training, and empowering employees to work on behalf of the customer.
Prerequisite(s)
- 50% in MKTG 1112
Credits
3.0
- Retired
- This course has been retired and is no longer offered. Find other Flexible Learning courses that may interest you.
Learning Outcomes
Upon successful completion of this course you should be able to:
- Measure customer satisfaction using a 10-step process.
- Identify and use qualitative and quantitative customer satisfaction techniques.
- Perform a cost-benefit analysis.
- Use various tools and techniques to identify breakdowns in customer service.
- Conduct a gap analysis in employee satisfaction.
- Evaluate and recommend a corporate customer service strategy.
Effective as of Fall 2003
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.