BUS 140: Customer Relations Instructor:  James Braden        Copyright 2004 Office Phone: 206-524-8464 Email: bradenconsulting@comcast.net

Course Description
Focus on developing effective skills in satisfying internal and external customers in a wide variety of organizational settings.  Emphasis on importance of maintaining a positive attitude.

Course Objectives

1. To identify internal and external customers and their roles in business processes.

2. To communicate with customers in person by using effective verbal and nonverbal skills.

3. To learn the strengths and weaknesses of various electronic media to resolve customer problems.

4. Learn negotiation, time management and goal setting skills for dealing with customer complaints.

5. To recognize the importance of good business practices and maintaining high ethical standards.

6. To build leadership skills for self motivation and taking personal initiative to resolve problems.

7. To learn practical techniques and useful responses for dealing with customer demands.

Textbook:     Customer Service: Career Success Through Customer Satisfaction, 3rd Edition,  ISBN: 0-13-177996-6,  Publisher: Prentice Hall
Copyright: 2005