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May 04, 2024
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Catalog 2022-2023 [ARCHIVED CATALOG]
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BTE 191 Customer Service/Help Desk3 credits
The student will acquire and enhance his/her communication, listening, problem solving, and decision making skills which will assist the student on the job to provide customer satisfaction.
Prerequisites: ABED 040 (or MATH 087 or higher) and ABED 046 (or ENGL 093 or higher).
Course Outcomes
Upon successful completion of this course students will be able to:
- Identify and discuss major elements of communication styles
- Evaluate current and further develop active listening skills.
- Explain how individuals can counteract stress
- Discuss the factors that contribute to a favorable first impression
- Identify the three basic conflict management strategies
- Identify the qualities of a good conflict resolution process
- Understand and apply decision-making process
- Practice problem solving techniques using the telephone
- Develop and demonstrate training simulation
Program Outcomes
This course teaches to the following program outcomes:
- be prepared for entry-level positions as a business support professional
- identify good customer service skills and work well with internal and external customers
Total Hours: 30 Theory (Lecture) Hours: 30
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