INTRODUCTION TO SERVICE AND WORK TEAM STRATEGIES
- Program: Business
- Course: Introduction to Service and Work Team Strategies
- Course #: BUSN1150
- Total Credits: 3
Course DescriptionOur society is increasingly becoming less customer service oriented. Therefore it follows that there is a growing need for the development of customer service skills. This course describes what customer service is and how it impacts profitability and productivity of most businesses. The course addresses the challenges in the delivery of customer service, strategies used in customer service and the personal skills necessary to achieve value added experiences for the customer. Teamwork is an essential part of the workplace today and will increase in the future. This course will improve student's understanding of both theory and practical application of skills used in teams. Students will participate in teams, completing team projects and analyzing team interaction. Emphasis will be on team formation and development, effective leadership, decision-making in teams, active participation, conflict resolution, planning and conducting meetings.
Refer to Course Syllabus for detailed information regarding the requirements and evaluation standards for this course. The Course Syllabus will be distributed the first week of the course.
Hennepin Technical College offers reasonable accommodations to qualified students with disabilities. If you have a documented disability that may require accommodations, contact the college’s Disability Services Director: Sara Laviolette at Brooklyn Park (763-488-2477) or Jean Kreutter at Eden Prairie (952-995-1544).
The following goals will be addressed in the course:
Define customer service in the twenty-first century
Discuss customer service strategies
Design a customer service system
Discuss strategies to retain customers
Develop a business philosophy of customer service
Implement solutions to customer service problems
Apply forming techniques to team structure
Identify the roles of the team members and team leader
Develop and implement a team meeting agenda
Develop listening and questioning skills
Develop feedback skills
Apply decision-making and problem solving skills
Apply conflict management skills
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