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BRM/226

Customer Service Management

3 credits

Total credits

5 weeks

Course length

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Take this course on its own, or as part of a degree or certificate program.

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Please Note: Attendance and participation are mandatory in all University courses, and specific requirements may differ by course. If attendance requirements are not met, a student may be removed from the course. Please review the Course Attendance Policy in the Catalog for more information.

University of Phoenix reserves the right to modify courses. While widely available, not all programs are available to residents of all states. Please check with a University Enrollment Representative.

Course level: Undergraduate

This course examines the impact of the Internet on traditional marketing methods and how it has transformed the contemporary marketing landscape. Emphasis will be placed upon the uses of the Internet for the marketing of goods, services, information, and the impact of Internet technology on marketing strategy and practices. The course examines strategies for Internet marketing and analyzes social relationship management models and applications in the business-to- business (B2B) and business-to-consumer (B2C) environments.

Please Note: Attendance and participation are mandatory in all University courses, and specific requirements may differ by course. If attendance requirements are not met, a student may be removed from the course. Please review the Course Attendance Policy in the Catalog for more information.

University of Phoenix reserves the right to modify courses. While widely available, not all programs are available to residents of all states. Please check with a University Enrollment Representative.

What you'll learn

Course skills and outcomes

  • Explain societal factors affecting customer service.
  • Identify components of the customer service environment.
  • Describe factors that contribute to the development of a service culture.
  • Develop strategies to lead and motivate customer service employees.

  • Analyze effective customer service communication skills.
  • Identify effective verbal communication techniques.
  • Develop customer feedback and conflict-resolution strategies.
  • Recognize positive and negative cues in non-verbal behavior.

  • Determine listening strategies that can help address customer issues and improve services.
  • Refine information-gathering techniques using relevant data.
  • Identify behavioral styles that are most effective for specified customers. 3.4 Develop stra
  • Develop strategies that can help build strong customer relationships.

  • Identify factors contributing to breakdowns in customer service.
  • Describe techniques used to cope with challenging customers.
  • Apply problem-solving strategies that can help resolve customer service issues.
  • Identify sociocultural and group factors that can impact customer service decisions.

  • Analyze the role of technology in customer service.
  • Recommend technology that can improve customer service.
  • Measure customer satisfaction using a variety of methods.
  • Describe factors that affect customer trust and loyalty.

Why UOPX

Why take courses at University of Phoenix

Accreditation that matters

We’ve been accredited by the Higher Learning Commission (hlcommission.org) for more than 40 years.

Real-world instructors

Learn from instructors who bring an average of 25 years of working experience to the classroom.

Affordable and potentially reimbursable

Our tuition and fees are competitive and fixed. Also, check to see if your employer will cover you for this course.

Next Steps

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Transfer Credits

Credit Transfer

Need to transfer credits to another college or university?

Before you enroll in a course, check with your school of choice to make sure they will accept our transfer credits and to understand any requirements or limitations. Then you can complete your course, and request your official transcript be sent to your school. That’s it!

How to request your transcripts

Transferability of credit is at the discretion of the receiving institution. It is the student’s responsibility to confirm whether or not credits earned at University of Phoenix will be accepted by another institution of the student’s choice. If you have a question contact us at (866) 354-1800.

The University of Phoenix reserves the right to modify courses. Although our continuing teacher education courses are accepted by some state agencies in the United States toward teacher certifications and endorsements, this may not be the case in all states or foreign jurisdictions. If you plan to use courses for certification or endorsement, please check with your own state agency and your school district for applicability. Continuing teacher education courses are not eligible to apply to degree programs at University of Phoenix. These courses are not eligible for federal financial aid. Transferability of credit is at the discretion of the receiving institution. It is the student’s responsibility to confirm whether or not credits earned at University of Phoenix will be accepted by another institution of the student’s choice. While widely available, not all programs are available to residents of all states. Please check with a University Enrollment Representative. If you have a question contact us at (866) 354-1800.