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.

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