OTEC 161 Service Delivery

Outcomes

Upon successful completion of this course, the learner will be able to:

1. explain the differences between client expectations and client perceptions;
2. explain the importance of a mission and purpose statement;
3. express the fundamental requirements of creating a successful customer service program;
4. explain the relationship between communication and customer service;
5. analyze client service situations and be able to recommend practices that mitigate and/or prevent escalations;
6. explain the impact that high or low morale may have on an organization;
7. describe the leadership role in fostering a personal business connection with clients;
8. identify the relationship between client service and corporate culture; and
9. explain the balance of serving customers using traditional and technological methods.
10. identify common barriers to customer service;
11. apply client service techniques;
12. explain the problem-solving process in customer service;
13. explain professional conduct and conflict resolution skills in service provision;
14. describe strategies to establish and maintain positive client relationships that lead to client loyalty;
15. explain the importance of client confidentiality, conveying credibility and positively representing organizations;
16. identify market segmentation to divide customersinto serviceable groups;
17. create goals necessary for service delivery improvement planning;