MKTG 1162 – Customer Contact Skills (3-2-4)
This course provides students with skills necessary to communicate with customers and successfully manage that relationship in both
telephone and face-to-face situations. Topics include: skills to effectively communicate with customers, developing rapport with customers,
problem-solving in customer service, telephone skills, sales skills in the service environment, managing the difficult customer, and managing
the multicultural customer. Computer-Based Training (CBT) is used to allow students to practice skills using simulated business situations.