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National College Credit Recommendation Service

Board of Regents  |  University of the State of New York

LOMA | Evaluated Learning Experience

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Foundations of Customer Service (ACS 100)

Formerly Foundations of Customer Service (ACS Course CS-1)
Location: 
Independent study and proficiency examination program administered from the central offices of LOMA.
Length: 

Varies-independent study.

Dates: 
Version 1: June 1991 - October 2000. Version 2: November 2000 - December 2005. Version 3: January 2006 - Present.
Instructional delivery format: 
Proficiency exam
Learner Outcomes: 

Version 1 and 2: Upon successful completion of the course, students will be able to: explain the strategic value of excellent customer service; evaluate customer service systems; and apply proven customer service techniques. Version 3: Upon succesful completion of the course, students will be able to: explain the value of exceptional customer service; describe the organization, systems, and processes for customer service in a financial services organization;and describe the knowledge and skills that employees need to deliver exceptional customer service.

Instruction: 

Version 1: Major topics include: customer expectations and perceptions; developing a customer service strategy; developing a dedicated customer service staff; customer service research; establishing and measuring the performance of a customer service system; communication skills for customer service, including conflict management and resolution. Version 2: Major topics include: customer expectations and perceptions; developing a customer service strategy; selecting and training a dedicated customer service staff; customer service research; establishing and measuring the performance of a customer service system; communication skills for customer service, including conflict management and resolution; using technology to enhance customer service. Version 3: This course provides a comprehensive introduction to customer service in a financial services environment. Major topics include: introduction to customer service; exceptional customer service; selecting, training, evaluating, and motivating customer service employees; understanding customer expectations, perceptions, and behavior; customer service communication skills; interacting with customers; the customer-centric company; organization and teamwork in customer service; customer service processes and performance measures; customer service technology; and succeeding in customer service (time and stress management).

Credit recommendation: 

Version 1 or 2: In the lower division baccalaureate/associate degree category, 2 semester hours as an elective in Business Administration or Office Administration (12/95) (1/01 revalidation). Version 3: In the lower division baccalaureate/associate degree category, 3 semester hours as an elective in Business Administration, Professional Sales, or Marketing (7/06 revalidation) (10/12 revalidation) (11/17 revalidation). 

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