Description
This course covers the foundational principles for delivering quality customer service and provides an understanding of the role of customer service in the greater organizational environment and the function of individual employees within the customer service role.
Course Prequisites
High school graduation or equivalent; or 18 years of age. A written essay from the student explaining the reasons for interest in the program and how the program can assist the student to meet future goals.
The minimum level of English language proficiency is one of the following:
● English 12- minimum final grade “C” or Cornerstone Placement test – Level 5. (This placement test uses the Placement Evaluation Package Interchange 3 Third Edition and passages second edition from Cambridge.)
Teaching Methods
Virtual lectures/ In class
Case studies
Industry interviews
Projects and reports
Presentations
Learning Objectives
Upon completion of this course the successful student will be able to:
1. Understand and implement the different aspects of customer service: the profession, skills for success, and building and maintaining relationships.
2. Analyze case studies and interview real-world service providers to derive tips for implementing effective customer service strategies and activities.
3. Express in written or oral form the insights resulting from reflecting on the real-world scenarios.
4. Role-play the response of a specified employee to specific customer service issues demonstrating the application of knowledge and techniques acquired in the course.
5. Outline the role of customer service in a diverse and rapidly evolving marketplace.
6. Differentiate between verbal and non-verbal communication skills and demonstrate the application of both in customer relations.
7. Explain the impact of service on consumer behavior and apply those ideas to specific marketing challenges.
Required course materials
PowerPoints Created by Instructors PDF, Blogs, Articles and YouTube Videos.
Virtual classes video conferencing platforms using (Skype & Zoom)
