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Classes

MKTG 110 Client Customer Relations • 5 Cr.

Description:

Develops oral and written skills focusing on efficient delivery of quality service to customers. Topics include troubleshooting, complaints, ethics, and company service policies and programs.

Outcomes:

After completing this class, students should be able to:

  • Identify the principles of client relations and explain how they apply in building client and customer partnerships.
  • Define the functions of client/customer service personnel and analyze how these functions contribute to the development of long-term relationships with clients, customers and suppliers
  • Demonstrate interpersonal communication skills including the ability to verbally negotiate with customers and deliver professional presentations.
  • Identify different personality types and demonstrate approaches appropriate for different styles
  • List key strategies for coping with difficult people and demonstrate techniques for handling conflict.
  • Project a professional image over the telephone, in person, and in writing.
  • Identify key legal and ethical issues in client and customer relations and demonstrate the capacity to make legal and ethical decisions.
  • Demonstrate techniques for relating effectively with culturally diverse clients and customers.
  • Explain how to handle, troubleshoot, follow-up on and avoid customer complaints.
  • Identify the principles of time management and strategies for managing their time more effectively
  • Develop and/or create ways to instruct and train clients and customers in the use of the firm’s products and/or services.
  • Demonstrate the skills and qualities needed for working in a team environment.

Offered:

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Contact info

Bellevue College
3000 Landerholm Circle SE Bellevue, WA 98007-6484 U.S.A.
Work: (425) 564-1000