BUS-236 Special Topics in Business

This course is designed to treat a selected topic associated with the marketing field. Course content and instructor vary from semester to semester. Topics may include: Customer Service, Consumer Behavior, Human Relations, Credit Management, and Visual Merchandising.

Credits

3

Lecture Contact Hours

3

Lab Contact Hours

0

Other Contact Hours

0

Department

• Business

Grading Scheme

• Letter

SUNY Gen Ed Credit

• No

Course Learning Outcomes

1. Develop techniques for exceeding customer expectations
2. Articulate keys to credibility
3. Demonstrate the importance of follow-up in problem solving
4. Mediate conflict

View Course Outline

BUS 236: Special Topics in Business

Department

Business

Course Description

This course is designed to treat a selected topic associated with the marketing field. Course content and instructor vary from semester to semester. Topics may include: Customer Service, Consumer Behavior, Human Relations, Credit Management, and Visual Merchandising.

Credit Hours

3

Contact Hours

Lecture	3
Lab	0
Other	0

Grading Scheme

Letter

Course Learning Outcomes

1. Develop techniques for exceeding customer expectations
2. Articulate keys to credibility
3. Demonstrate the importance of follow-up in problem solving
4. Mediate conflict

Topic Outline

1. What is Customer Service?
2. The Challenges of Customer Service
3. Problem Solving
4. Strategy and Formulating a Plan for Success
5. Empowerment
6. Communication in Customer Service
7. Coping with Challenging Customers
8. Motivation
9. Leadership in Customer Service
10. Customer Retention and Measurement of Satisfaction
11. Delivering Customer Service to the Changing Marketplace
12. Excellence in Customer Service