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BMT 1650: Customer Service 2021)

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BMT 1650: Customer Service 2021)

This text examines the dynamics of exceptional customer service. Develops skills necessary in dealing with customers effectively, using creative techniques to improve communication skills to achieve customer satisfaction.

Business
Author
Perry and Benbow
Publisher
Prince George's Community College
Source
LibreTexts
Language
EN
Category
Business Administration
Read online Download PDF (open licence)
Contents· 46 sections
  1. 01: Examine the role of customer service
  2. 1.01: Role of Customers
  3. 1.02: Marketing and Customer Relationships
  4. 1.03: The Three Threads
  5. 02: Analyze the customer in todays business environment
  6. 2.01: The Customer
  7. 03: Apply the activities for handling difficult customers
  8. 3.01: Identifying Your Customers
  9. 3.02: Dealing with Problems
  10. 3.03: Reading- Common Ethical Issues in Marketing
  11. 04: Examine the activities associated with developing and building customer relationships
  12. 4.01: Customer Service Skills
  13. 4.02: Knowing your customers
  14. 4.03: Reaching the Customer
  15. 05: Define the role of management and workers as it relates to customer service
  16. 5.01: Module 15- Customer Service Strategies
  17. 5.1.01: Why It Matters- Customer Service Strategies
  18. 5.1.02: Introduction to Customer Service Strategies
  19. 5.1.03: Customer Service
  20. 5.1.04: Customer Profiles
  21. 5.1.05: Offered Services
  22. 5.1.06: Personalized vs. Standardized Service
  23. 5.1.07: Introduction to the Customer Evaluation Process
  24. 5.1.08: Perception vs. Expectation
  25. 5.1.09: Service Quality Perceptions
  26. 5.1.10: Customer Expectations
  27. 5.1.11: Introduction to the Gap Model of Service Quality
  28. 5.1.12: Gap 1- Customer Expectation vs. Management Perception
  29. 5.1.13: Gap 2- Management Perception vs. Quality Specifications
  30. 5.1.14: Gap 3- Quality Specifications vs. Service Delivery
  31. 5.1.15: Gap 4- Service Delivery vs. External Communications
  32. 5.1.16: Gap 5- Actual Performance vs. Perceived Service Gap
  33. 5.1.17: Putting It Together- Customer Service Strategies
  34. 5.1.18: Discussion- Customer Service Strategies
  35. 5.02: Reading- Customer Relationship Management Systems
  36. 5.03: Self Check- Customer Relationship Management (CRM) Systems
  37. 06: Examine the importance of communication skills to be successful in customer service
  38. 6.01: Identifying and Analyzing Customer Value
  39. 6.02: Negotiations
  40. 6.03: Negotiation
  41. 07: Explore future trends of customer service
  42. 7.01: Defining the Context- Overview
  43. 7.02: Customer relationship management(Summary)
  44. 7.03: Loyalty and Customer Relationships
  45. 7.04: The Power of Relationship Selling
  46. 08: Explore future trends of customer service