Customer Contact Skills MKTG 1162

Weekly Contact Hours: Lecture - 3 Lab 2 - 2 Lab 3 - 0
Pre-requisite(s): None
Co-requisite(s): MKTG 1161

This course provides students with skills necessary to communicate with customers and successfully manage that relationship in both telephone and face-to-face situations. Topics include: skills to effectively communicate with customers, developing rapport with customers, problem-solving in customer service, telephone skills, sales skills in the service environment, managing the difficult customer, and managing the multicultural customer. Computer-Based Training (CBT) is used to allow students to practice skills using simulated business situations.

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