QMS 201 Customer Service Improvement Skills

Students will develop cognitive processes and behavioral skills needed to improve personal and work group effectiveness. Techniques are discussed and demonstrated in assessing internal and external customer needs and develop plans for delivery of quality customer service. Topics include customer's point of view, benchmarking quality customer service processes, developing partnerships with customers, measuring customer satisfaction, self-evaluation, personal mission statements, time management, communication and listening techniques, coaching, mentoring, group problem solving, and decision making techniques.
Date:
2015
Primary Material Type:
Syllabus
Institution:
Elizabethtown Community and Technical College
Project Name:
Online2Workforce
TAACCCT Round:
2
Subjects:
Customer Service

Industry / Occupation

Industry Partner:
Elizabethtown Community & Technical College - Review and Support
Industry Sector:
Educational Services -- Educational Services -- Business Schools and Computer and Management Training (6114)
Occupation:
Business and Financial Operations Occupations (13-0000)

Education / Instructional Information

Instructional Program:
Business, Management, Marketing, and Related Support Services (52)
Credit Type:
  • Credit
Credential Type:
  • Certificate
  • Associate Degree
Educational Level of Materials:
  • 1st year Community College or equivalent
  • 2nd Year Community College or equivalent
Time Required:
15 Weeks
Language:
English (United States)
Interactivity Type:
Active - requires user to respond to prompts, questions, etc.
Quality Note:
This course was determined by a board panel, developed, reviewed by peers, then sent to QA for official approval.
Quality of Subject Matter was assured by:
  • Consultations during development of instructional materials
  • Participation as an ongoing member of team developing the instructional materials
  • Conducting an evaluation of the instructional materials and providing a report
  • Using an approved rubric to conduct the evaluation of the instructional materials and providing a report
  • Other
Quality of Online/Hybrid Course Design assured by:
  • Quality Matters
  • Custom Quality Rubric
  • Expertise of Project's Instructional Designers
  • Other Rubric
Course Note:
QMS 201 Customer Service Improvement Skills

Accessibility

Accessibility Features:
  • Text Access - Text to Speech
  • Text Adjust - Compatible
  • Text Adjustment - Adjust Font and Colors
  • Reading Layout - Reflow the Text
  • Reading Layout - Page numbers match printed material
  • Reading Layout - Reflow the Text
  • Reading Order - Digital resource layout
  • Structural Markup - Navigation Text
  • Structural Markup - Lists
  • Structural Markup - eReader application
  • Table Markup
  • Hyperlinks Rendered As Active
  • Colors Compatible With Assistive Technology
  • Contrast Ratio of at Least 4.5:1.
  • Language - Markup
  • Language - Passage Markup
  • Non-Decorative Images Have Alt Text
  • Decorative Images Marked With Null Alt Text
  • Complex Images, Charts, and Graphs Have Text Descriptions
  • Synchronized Text Track
  • Transcript Provided With Audio Content
  • Audio/Video Delivered Via Media Player
  • Non Flickering Content
  • STEM Content (e.g. Mathematics, Chemistry) Markup
  • STEM - Notation markup
  • Interactive - Keyboard
  • Interactive - Markup
  • Interactive - Text prompts

Copyright / Licensing

Copyright Owner:
Elizabethtown Community and Technical College
Primary License:
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.