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.

Prerequisite/Corequisite: none

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