Business and Marketing Education

C USTOMER S ERVICE

STRAND 1 Students will understand the components of customer service Standard 1 Students will identify customer service policies and procedures. x Understand the marketing concept and how it relates to the customer. x Define policy and procedure x Research and analyze customer service policies in terms of their effectiveness. x Analyze and improve customer service policies and procedures based upon research. x Describe appropriate procedures and customer care based -on industry environment.

x Call and Chat Centers (telecommunication) x Retail (i.e. brick and mortar stores, e-tailing) x Wholesale x Service Industries (i.e. medical, hospitality and tourism, lodging and recreation, sports/entertainment, etc.)

Standard 2 Students will understand and demonstrate the customer service mindset of achieving the “win-win”. x Recognize the difference between: "lose-lose", "lose-win", "win-lose", and "win-win". x Customer Perspective x Company Perspective x Identify behaviors (ref. strand 3 standard 1) associated with the “win-win” customer service mindset based on industry environment. x Call and Chat Centers x Retail (i.e. brick and mortar stores, e-tailing) x Wholesale x Service Industries (i.e. medical, hospitality and tourism, lodging and recreation, sports/entertainment, etc.)

Performance Skills Research how to provide proper customer service through: x Role Play x Case Study x Business Simulation STRAND 2 Students will identify and understand the target customer.

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