Catalog 2017-2018 
    
    Sep 22, 2018  
Catalog 2017-2018 [ARCHIVED CATALOG]

BTE 191 Customer Service/Help Desk

3 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.

Quarters Offered: Winter, Summer

Global Outcomes:
This course teaches to the global outcome of Intercultural Appreciation.

Student Outcomes/Competencies:
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


Total Hours: 30 Lecture Hours: 30