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RTMG200 - Customer Relations

Course Details

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.





Course Schedule

Registration Dates Course Dates Session Weeks
05/27/19 - 11/01/19 11/04/19 - 12/29/19 Fall 2019 Session I 8 Week session
07/29/19 - 01/03/20 01/06/20 - 03/01/20 Winter 2020 Session B 8 Week session
09/30/19 - 02/28/20 03/02/20 - 04/26/20 Winter 2020 Session D 8 Week session

Current Syllabi

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.

NameGrade %
Introduction 5.00 %
Introduction 5.00 %
Forums 40.00 %
Forum 1 5.00 %
Forum 2 5.00 %
Forum 3 5.00 %
Forum 4 5.00 %
Forum 6 5.00 %
Forum 5 5.00 %
Forum 7 5.00 %
Forum 8 5.00 %
Assignments 40.00 %
Assignment 3: Behavioral Styles (Week 4) 13.33 %
Assignment 2: Nonverbal Communication (Week 3) 13.33 %
Assignment 1: Verbal Communication Skills (Week 2) 13.33 %
Final Research Paper 15.00 %
Final Research Paper (Week 8) 15.00 %

Additional Resources

See Lessons area for additional resources.

Web Sites

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.

Site Name

Website URL/Address

The OWL at Purdue

http://owl.english.purdue.edu/

APA Style Homepage

http://www.apastyle.org/index.aspx

North American Society of Sports Management

http://www.nassm.org/

Book Title:Various resources from the APUS Library & the Open Web are used. Links provided inside the classroom in the Lessons section.
Author: No Author Specified

Previous Syllabi

Not current for future courses.