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ENTR340 - Small Business Customer Service

 

New business owners must be able to retain customers and capture new customers. Whether online or in a physical location customer service is critical to the success of any small business. This course provides students the foundation for service innovation, finding opportunities for service innovation, and exploring customer “jobs.” In addition, this course focuses on determining what your customer is trying to accomplish, not what you are offering. This is crucial to implement a quality service culture.

 

Prerequisites

N/A

Corequisites

N/A

Schedule of Classes

Registration Dates Course Dates Session
06/25/18 - 11/30/18 12/03/18 - 01/27/19 Fall 2018 Session D - 8 Week session
08/27/18 - 02/01/19 02/04/19 - 03/31/19 Winter 2019 Session I - 8 Week session
10/29/18 - 03/29/19 04/01/19 - 05/26/19 Spring 2019 Session B - 8 Week session

Course Materials

Previous Syllabi

Book Title: Unleashing Excellence: The Complete Guide to Ultimate Customer Service - e-book available in the APUS Online Library. Link also provided in the classroom lessons section.
ISBN: 9780470503805
Publication Info: Wiley Lib
Author: Snow, Dennis
Unit Cost: $18.54
Electronic ISBN: N/A
Electronic Unit Cost: N/A

Book Title: Exceptional Service, Exceptional Profit : The Secrets of Building a Five-Star Customer Service Organization - e-book available in the APUS Online Library. Link also provided in the classroom lessons section.
ISBN: 9780814415382
Publication Info: Amazon
Author: Inghilleri, Leonardo
Unit Cost: $17.74
Electronic ISBN: N/A
Electronic Unit Cost: N/A