Course Objectives
This course is designed to provide the participant with certain key skills and attitudes in order to effectively meet the needs of customers. The participant will be introduced to the concept of internal and external customers, customer satisfaction and customer retention. Topics will also include communicating with customers, developing a positive attitude and, handling complaints and sales skills.

Course Content
The following list provides an overview of the main topics to be covered in the course:
• What is exceptional customer service?
• Internal and external customers
• Valuable communication and listening techniques
• Handling complaints from customers in a positive way
• Key elements of customer satisfaction and customer retention
• Developing a customer service action plan

Methods of Instruction
• Class discussion and participation
• Experiential learning activities
• Individual and group problem solving
• Case analysis
• Lecture
• Video presentation

Additional Information
• Each course is 9 hours.
• Participants will receive 1/2 unit of college credit per course.