MKTG2000 — Customer Service Strategies
MKTG 2000 - Customer Service Strategies MKTG 2000 - Customer Service Strategies Hours/Week: Lecture 3 Course Description: This course investigates marketing trends and changing practices in the customer service sector. It focuses on developing and managing cost-effective, value-added service strategies, policies, procedures, and training to enhance customers’ experiences with businesses and/or organizations. The course emphasizes effective face-to-face and/or electronic communication strategies with both external and internal customers in a variety of settings. It also covers recent advances in customer relationship management (CRM) strategies, data mining, and advancements in integrating mobile and web-based technologies into customer service strategies. MnTC Goals N/A Course placement into college-level English and Reading OR completion of ENGL 0950 with a grade of C or higher OR completion of RDNG 0940 with a grade of C or higher and qualifying English Placement Exam OR completion of RDNG 0950 with a grade of C or higher and ENGL 0090 with a grade of C or higher OR completion of ESOL 0051 with a grade of C or higher and ESOL 0052 with a grade of C or higher. Major Content The role of exemplary customer service in business/organizations Trends and changing conventions in the customer service sector Customer service and technology Internal and external customer service strategies The value of effective customer service Enhancing customer satisfaction and encouraging customer
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