Jan 23, 2022  
2021-2022 College Catalog 
    
2021-2022 College Catalog
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BCT 100 - Professionalism in Service for BCT

1 Credits, 1 Contact Hours
1 lecture period 0 lab periods

Procedures in business and customer service. Includes an introduction to professionalism, self-evaluation, service routine, addressing dissatisfied customers, and problem situations.

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Course Learning Outcomes
  1. Discuss potential areas of improvement regarding personal motivation and professional behavior.
  2. Describe professional mannerisms into service routines to promote maximum customer comfort.
  3. Explain work routine procedures.
  4. Solve problems in dealing with a dissatisfied customer.
  5. Compare problem situations.

Outline:
  1. Introduction to Professionalism
    1. Professionalism
    2. Knowledge
  2. Self Evaluation
    1. Proper uniform
    2. Neat and clean
    3. Offensive behavior to a customer
    4. Company vehicle clean and properly identified
    5. Tool organization and repair
    6. Respect the Customer’s Property
    7. Criticizing a competitor
    8. Being professional and courteous
  3. Service Routine
    1. Scheduling service calls
    2. Courtesy
    3. First impression
    4. Respect for a customer’s property
  4. Dealing with a Dissatisfied Customer
    1. Show concern
    2. Listen to the entire problem
    3. Apologize for any inconvenience
  5. Problem Situations
    1. Sell yourself first and the service or product second
    2. Be an equipment consultant to the customer
    3. Build a bond with the customer


Effective Term:
Fall 2010



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