Course Code: RTMG200 Course ID: 4141 Credit Hours: 3 Level: Undergraduate
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.
|Registration Dates||Course Dates||Session||Weeks|
|11/30/20 - 04/30/21||05/03/21 - 06/27/21||Spring 2021 Session I||8 Week session|
|01/25/21 - 07/02/21||07/05/21 - 08/29/21||Summer 2021 Session B||8 Week session|
|03/29/21 - 09/03/21||09/06/21 - 10/31/21||Summer 2021 Session D||8 Week session|
After successfully completing this course, you will be able to:
1. Analyze the ideal characteristics of ideal customer relations as applied to individuals in both small/large organizations
2. Summarize the importance of Customer Relations when viewing organizational goals and professional skills required of Retail employees.
3. Explain the impact that poor Customer Relations can have on a company’s reputation and its impact on the organization.
4. Describe the various methods or approaches to Customer Relations
5. Analyze how proper Customer Relations tenets can be applied to managing conflict in the Retail Environment.
6. Differentiate between verbal and nonverbal communication and listening skills and their importance in customer relations.
7. Implement problem solving techniques and processes into Customer Relations situations.
8. Distinguish methods to obtain involvement from others for quality Customer Relations techniques.
Describe how you will evaluate your students for each graded activity.
|Introduction Forum||5.00 %|
|Introduction Forum||5.00 %|
|Discussion Forums||40.00 %|
|Week 1 Forum||5.00 %|
|Week 2 Forum||5.00 %|
|Week 3 Forum||5.00 %|
|Week 4 Forum||5.00 %|
|Week 5 Forum||5.00 %|
|Week 6 Forum||5.00 %|
|Week 7 Forum||5.00 %|
|Week 8 Forum||5.00 %|
|Assignment 1: Verbal Communication Skills (Week 2)||13.33 %|
|Assignment 2: Nonverbal Communication (Week 3)||13.33 %|
|Assignment 3: Behavioral Styles Email (Week 4)||13.33 %|
|Final Research Paper||15.00 %|
|Final Research Paper (Week 8)||15.00 %|
See Lessons area for additional resources.
The following public domain web sites are useful. Please abide by the university’s academic honesty policy when using Internet sources as well. Note web site addresses are subject to change.
The OWL at Purdue
APA Style Homepage
North American Society of Sports Management
|Book Title:||Various resources from the APUS Library & the Open Web are used. Please visit http://apus.libguides.com/er.php to locate the course eReserve.*|
Not current for future courses.