AC 119B - Professionals in Customer Service

Credits: 1.5

Description
This course introduces a methodical approach to problem resolution to service professionals (dispatchers, technicians, owners). It is also designed to contain, qualify, and correct various problems with good and bad outcomes. This course instructs students to focus on their communication skills prior to using technical expertise.

Student Learning Outcomes

Identify the major aspects of customer service, to include: initial service or sales call, closing and customer satisfaction follow-up calls.
Analyze customer service situations and demonstrate effective strategies for dealing with problems that arise in the field and at the office.
Explain the importance of remaining calm when confronted with a service problem.
Explain the importance of building a good relationship with both internal and external customers.
Compose service invoices/work orders based on diagnosis and repairs of HVACR equipment to communicate effectively with customers.

Prerequisite: None
Corequisite: None

Graded: Letter Grade