ICT 110 Professionalism and Customer Service

Credits: 3

Course Content:
This course provides focused knowledge and practical skills in public and customer relations. Topics include interpersonal relations; positive customer attitudes and awareness; image and professionalism; quality customer service; customer service policies and skills; special needs customers; dealing with difficult customers; conflict resolution and negotiation; public speaking; and media relations. Cultural diversity and sensitivity is emphasized throughout in meeting the needs of multi-cultural customers. Additional topics covered are User Support and Help Desk Functions. User support processes and activities are examined.

Course Format:

  • Approximately 45 hours to complete and scheduled over a 15-week period.

Course Prerequisites:
ICT Certificate Program Admission

Transfer Credits:
For current information and details on transfer credit for this and other courses, check the BC Transfer web site at http://bctransferguide.ca/.

Learning Outcomes:
Upon successful completion of the course, students will be able to:

  • Understand how attitudes affect work performance.
  • Develop and apply positive attitudes and a professional image in the work environment.
  • Know how to apply personal growth and stress management strategies that improve or renew own attitudes and abilities.
  • Understand the differences and similarities between internal and external customers.
  • Know how to function as a member of a customer service team.
  • Understand and apply the concepts of customer service excellence.
  • Demonstrate sensitivity to the needs, wants, motivations and expectations of culturally diverse and special needs customers.
  • Know how to improve customer communications and retention of customers.
  • Make short presentations to individual customers and groups on products/services offered.
  • Apply interpersonal, negotiation and conflict resolution skills to cope with difficult or challenging customers.
  • Solve customer problems and implement recovery action, in the context of organizational policies.
  • Understand user support roles and processes.
  • Examine basic concepts of a help desk support role.

Required Materials/Texts:
Customer Service Skills for Success. 6th edition. Lucas, Robert W. McGraw-Hill. ISBN 978-0-07-354546-2.

Evaluation Profile:

Assignments and Quizzes
10-35%
Midterm 25-30%
Final Exam
20-35%
Participation and Group Work 10-30%
TOTAL 100%

Grades:
Percentage grades will be converted to letter grades at the home institution.

Syllabus:

Module Topic(s)
1 Help Desk Support, Myers Briggs Test
2 What is Customer Service, Myers Briggs Interpretation
3 Contributing to the Service Culture, Computer User Support
4 Verbal and Nonverbal Communication
5 Listening to the Customer
6 Customer Service & Behavior
7 Handling Difficult Customers Encounters
8 Customer Service via Technology
Success as a Team Player
9 Cultural Diversity - Customers and Co-workers, Help Desk Operation
10 Succeeding in a New Job, Winning Telephone Skills
11 Attitudes in the Workplace, Effective Working Relationships, Relationships with Others
12 Customer Loyalty and Service Recovery
Human Relations and Business Ethics
13 Customer Service via Technology, Help Desk Roles and Responsibilities
14 Creating Effective Presentations

Operational Details:

College Policies: Academic Appeals (including appeal of final grades), Student Conduct, Cheating and Plagiarism, Academic Probation and other educational issues are those of the student's home insitution.
Attendance: As this is an on-line course, attendance requires participation in the course, not time in a classroom. However, students must ensure that they complete their required participation in online discussions and other similar assignments.
Missed Exams: Quizzes and periodic tests must be written when scheduled for the class. This policy may be modified should the student submit written documentation, acceptable to the department, supporting a valid reason for missing the quiz or test (i.e. family or personal emergency, etc.).
Late Assignments: Late assignments will not be marked without the student having made prior arrangements with the instructor.
Cheating/Plagiarism: Plagiarism is the presentation of another person's words, ideas, interpretations, insights, or order of points as one's own. All work submitted must be the student's own words and content, and not written by a tutor or friend. If external sources are used for an essay or assignment, they must be documented to avoid plagiarism.