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Aviation Customer Service (ELAV-CS)


Description
COURSE DESCRIPTION: This course provides an understanding of customer service concepts and how to effectively apply those concepts through readings, critical thinking exercises, research and practical applications into the learning process

COURSE OBJECTIVES: The course is designed to provide a basic knowledge and understanding of customer service principles and techniques as well as teach the student how to develop a customer service plan.

LEARNING STRATEGIES: The course, in conjunction with the assigned textbook,uses a combination of critical thinking, research and practical application exercises to enhance learning.

TEXTBOOK MATERIALS: The course website does not include the textbook. An electronic copy of the textbook can purchased or leased through VitalSource.com or other retailer.
Content
  • COURSE INSTRUCTIONS
  • SLYABUS
  • Customer Service Sylabus
  • READING ASSIGNMENTS & CRITICAL THINKING EXERCISES
  • Chapter #1 What is Customer Service sample
  • Chapter #1 Worksheet What is Customer Service
  • Chapter #2 Customer Service Challenges
  • Chapter #2 Worksheet Customer Service Challenges
  • Chapter #3 Problem Solving in Customer Service
  • Chapter #3 Worksheet Problem Solving in Customer Service
  • Chapter #4 Formulating a Customer Service Plan
  • Chapter #4 Worksheet Formulating a Plan
  • Chapter #5 Empowering Staff
  • Chapter #5 Worksheet Empowering Staff
  • Chapter #6 Communications
  • Chapter #6 Worksheet Communication
  • Chapter #7 Challenging Customers
  • Chapter #7 Worksheet Challenging Customers
  • Chapter #8 Motivation
  • Chapter #8 Worksheet Motivation
  • Chapter #9 Leadership in Customer Service
  • Chapter #9 Worksheet Leadership in Customer Service
  • Chapter #10 Customer Retention and Satisfaction
  • Chapter #10 Worksheet Customer Retention and Satisfaction
  • RESEARCH EXERCISE
  • Journal Review Customer Service
  • PRACTICAL APPLICATION EXERCISE
  • Practical Application Exercise Customer Service Plan
  • COURSE SURVEY & COMPLETION
  • Customer Service Course Survey
  • Applicaiton of lessions learned
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever