MNA1161.pdf - Broward College
MNA1161.pdf - Broward College
MNA1161.pdf - Broward College
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BROWARD COLLEGE<br />
COURSE OUTLINE<br />
Unit 9.<br />
Common Course Number: MNA1161<br />
Providing Exceptional Customer Service<br />
General Outcome:<br />
9.0 The student shall be able to distinguish exceptional customer service delivery<br />
techniques.<br />
Specific Measurable Learning Outcomes:<br />
Upon successful completion of this unit, The student shall be able to:<br />
9.1 Explain the importance of responding to the customer's needs.<br />
9.2 Describe the "cycles of service" as experienced by the customer.<br />
9.3 Define the "moments of truth" and critical recovery period.<br />
9.4 Explain "mediocrity" and what results if left unmanaged.<br />
9.5 Discuss the importance of the "value-added" service attitude approach to customer<br />
service.<br />
9.6 Relate how a customer service deliverer should respond when the service system<br />
breaks down.<br />
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