Course: MKTG101
Section: 1S09
Date: TBD
Location: Fogelman College of Business, Education Suite – Room 385
Program Fees: $695 per individual, 10% discount if 3 or more registrations from same organization
Enroll online: ---

Superior customer service is more important now than evern before. So why is it difficult to deliver exceptional customer service? What do customers expect and what does it take to delight them? What are the obstacles to great customer service? What skills are needed to exceed customer expectations? This two-day program provides answers to these and many other questions. Participants will learn critical aspects of customer service and acquire specific skills that focus on enhancing the careers of customer service professionals and improving their job performance.

Topics Covered in the Program Include:

• Have a clear understanding of what exceptional customer service means
• Evaluate the impact of customer service on business success
• Identify major factors that shape the level of customer service: leadership, people, systems
• Distinguish and recognize the importance of internal customer service
• Recognize the value of teamwork
• Have an understanding of the four customer behavior styles and how to adapt
• Use effective listening and communication techniques
• Cope effectively with service failures and disgruntled customers
• Understand ethical aspects of customer service
• Learn ways to cope with job stress
• Enhance relations with customers and increase your value to your organization

Who Should Attend?

Customer contact or customer service professionals in technical as well as non-technical fields would benefit directly from the information presented in this program. Employees considering re-training or career changes toward customer service also would benefit from this program and its approach to delivering outstanding customer service. Understanding the basic principles of providing great customer service should help improve the performance of managers engaged in these activities as well.

Faculty: Emin Babakus, Ph.D. and Dan Sherrell, Ph.D.

Dr. Emin Babakus is currently a First Tennessee Professor of Marketing at the Fogelman College of Business & Economics at The University of Memphis. He teaches primarily Marketing Research to Ph.D., MS/MBA, and undergraduate students. His Masters (MA in Marketing and MS in Applied Statistics) and Ph.D. (Marketing) are from the University of Alabama. His research has been published in premier journals including the Journal of Marketing Research, Journal of Retailing, Journal of Service Ressarch, Health Services Research, andInternational Journal of Service Industry Management. He has led research projects and training programs for a number of organizations including MLGW, FedEx, International Paper and AutoZone. His industry experience includes managing production and operations for a corrugated paper manufacturing firm in Istanbul, Turkey.

Dr. Dan L. Sherrell is a Professor of Marketing at the Fogelman College of Business & Economics at The University of Memphis. His current teaching assignments include Principles of Marketing at the undergraduate level and Marketing Theory at the Ph.D. level. He received his B.S. and MBA degrees from Auburn University and completed his Ph.D. in marketing at the University of South Carolina.  His current research interests focus on customer relationship management, customer loyalty, and the strategic management of word-of-mouth activity in electronic commerce. Dr. Sherrell’s research articles have been published in leading journals such as the Journal of Consumer Research, Journal of Academy of Marketing Science, and the Journal of Business Research.  Dan has worked with a variety of firms in the areas of customer satisfaction and quality benchmarking, as well as strategic marketing planning. His clients have included firms in the agricultural equipment; automotive; food service; and telecommunications industries. He is past President of the Southwestern Marketing Association and Vice President of the Society of Marketing Advances.