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