Coastal Pines Technical College

Coastal Pines Technical College 2016-2017 Catalog and Student Handbook

CUST 1540 Customer Contact Skills (4-0-4)

Provides the skills to create positive customer relations, communicate effectively with customers, and successfully assist customers and solve their problems in both telephone and face to face situations. Role plays in simulated business situations provide training in managing difficult customers and serving the multicultural customer. Lecture, role-plays, and computer-based training (CBT) are utilized. Topics include face to face customer service, critic al thinking, introduction to computer based training, information sharing, telephone service skills, sales skills, managing the difficult customer, and serving the multicultural customer.