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RTMG200 - Customer Relations

 

Students will receive an introduction to customer relations principles including the concepts and practices for delighting customers in ways that lead to effective customer satisfaction. Students will be introduced to the basics of customer relations functions, describe ideal characteristics of good customer relations, and apply them to individuals in both small and large retail organizations. Customer relations is the front line interface between an organization and its constituents. How customers are greeted and treated can influence decisions to do business with a particular retail enterprise. Effective customer relations strategies include effective listening, oral and written communication, analytical and problem solving skills and teamwork based on the organization's commitment to meet customer needs while making customers feel welcome and valued. Customer service in this class is focused on applications and recognition of professional skills and culture required in a retail environment to provide outstanding customer service. Also included will be a discussion of impact that poor customer relations can have on company reputation, retail success and sustainability of customer loyalty. Methods and approaches to addressing problems will be applied including management of conflicts when they occur.

 

Prerequisites

N/A

Corequisites

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Schedule of Classes

Registration Dates Course Dates Session
07/30/18 - 01/04/19 01/07/19 - 03/03/19 Winter 2019 Session B - 8 Week session
09/24/18 - 03/01/19 03/04/19 - 04/28/19 Winter 2019 Session D - 8 Week session
11/26/18 - 05/03/19 05/06/19 - 06/30/19 Spring 2019 Session I - 8 Week session

Course Materials

Previous Syllabi

Book Title: Various resources from the APUS Library & the Open Web are used. Links provided inside the classroom in the Lessons section.
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