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MKT 170 Customer Service

Fall 2013
MKT 170-W1 Customer Service Course Description: Introduces students to the concepts of marketing as they relate to customer service. Teaches development of customer service training and implementation of strategies to improve customer relations and service. Includes lecture, role-playing, and case studies. Credits: 2 Credit, Course Number: 40647 Date/Time: Online Location: Online For Additional Information Contact:

Topics to be covered include:


Careers in Customer Service Consumer Decision Making Process Customer Communications Customer Service Teamwork Foundations of Marketing and Customer Service Identifying and Prioritizing Stakeholders Impact of Organizational Culture Implementing Organizational Change Social Affect and Customer Perception

Business, Engineering, & Industrial Technology Division P.O. Box SVCC Richlands, VA 24641 Phone: 276.964.7277 http://www.sw.edu/beit/ Email: beit@sw.edu
V/TDD: 276.964.7235 EOE/A/D

Southwest Virginia Community College